The challenge
Our main goal was to modernize and harmonize the completely overloaded system from our client.
The customer service was exclusively done using outlook and via telephone without any common structure or easy tracking of cases. We proposed ourselves to help our client to leave back the manual procedures and to harmonize their processes with Salesforce Service Cloud implementation.
What we did
After doing an intensive study about our client needs and requirements, this project consisted in implementing Salesforce Service Cloud in their daily processes, optimizing their customer service, and improving the way they manage their reclamations and complaints within different teams/channels. Our team also implemented a chatbot on homepage and a knowledge base (which was also connected with chatbot). We connected our client’s internal order management system with salesforce. In addition, our consultants prepared client power users by conducting extensive training sessions. In overall, we were able to achieve a process harmonization within all client channels promoting a 360° view of customers and orders.
The resultsService cloudImplementation of a service cloud for customer service, complaints, etc
Extensive trainingInitial introduction with extensive training
HarmonizationHarmonization of all customer channels
360° view360° view of customers and orders
Service cloud
Implementation of a service cloud for customer service, complaints, etc
Extensive training
Initial introduction with extensive training
Harmonization
Harmonization of all customer channels
360° view
360° view of customers and orders
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