The Challenge
Our primary goal was to modernize and harmonize our customer’s heavily overloaded system.
Customer service was handled exclusively via Outlook and by phone, without a shared structure or an easy way to track cases. We proposed supporting the customer in moving away from manual procedures and harmonizing their processes through the implementation of Salesforce Service Cloud.
What we did
Following a comprehensive analysis of the customer’s needs and requirements, the project focused on integrating Salesforce Service Cloud into daily operations and sustainably optimizing customer service. The primary objective was to improve the handling of complaints and claims across different teams and channels.
As part of the implementation, our team introduced a chatbot on the homepage as well as a knowledge base that is directly connected to the chatbot. In addition, the customer’s internal order management system was seamlessly integrated with Salesforce.
Furthermore, our consultants conducted extensive training sessions to prepare the customer’s users for the new platform. Overall, this enabled cross-channel harmonization of processes and established a holistic 360° view of customers and orders.
The Result
As a result, Salesforce Service Cloud was successfully implemented for customer service and established as the central platform for handling inquiries, complaints, and claims.
The introduction of the solution was carried out step by step and accompanied by extensive training measures to ensure high user adoption and confident use of the new platform.
By harmonizing all customer access channels, processes were standardized and collaboration between the involved teams was significantly improved.
In addition, a holistic 360° view of customers and orders was established, enabling transparent, efficient, and service-oriented handling of all cases.
Dario Palumbo
Head of Salesforce Solutions
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