Overview
An EdTech company wanted to enhance customer engagement and streamline service operations within its Salesforce ecosystem.
With an existing Sales Cloud setup, the client needed to improve case automation, visibility, and customer experience through Salesforce Service Cloud.
With an existing Sales Cloud setup, the client needed to improve case automation, visibility, and customer experience through Salesforce Service Cloud.
- Business Challenge
- Project Objectives
The client faced challenges in managing customer queries and tracking service activities effectively:
- Manual case creation with no automation across email, web, or call touchpoints
- Limited visibility into complete customer case history (no 360° view)
- Inefficient escalation handling and poor activity tracking
- Automate case creation through Email-to-Case, Web-to-Case, and Call-to-Case
- Enable activity tracking and escalation alerts for CSRs
- Deliver a 360° customer view across Sales and Service
- Build and deploy within the existing Salesforce org for seamless user adoption
Our Solution
Aquarient implemented Salesforce Service Cloud to streamline and automate the customer support lifecycle.
Key Highlights:
- Case Automation: Configured Email-to-Case, Web-to-Case, and Call-to-Case for instant ticket creation
- Workflow Enhancements: Introduced automated escalations, reminders, and closure procedures
- Knowledge Management: Enabled content publication for CSRs to access standardized solutions
- Analytics & Reporting: Built dashboards and reports to track SLA adherence, response time, and customer satisfaction metrics
Results & Business Impact
| Outcome | Impact |
|---|---|
| Improved Customer Service | Faster case resolution & enhanced satisfaction |
| Automated Case Management | 60% reduction in manual effort |
| Knowledge Sharing | Enabled faster and more consistent responses |
| 360° Customer View | Unified visibility across all touchpoints |
| Enhanced Tracking | Clear case timelines and proactive escalations |
Future Enhancements
- Implementation of Service Contracts & Entitlements for SLA tracking
- Live Agent Integration for real-time chat and omnichannel support
- Planned ERP and JIRA integration for seamless cross-platform collaboration
Technologies Used
- Salesforce Service Cloud
- Salesforce Reports & Dashboards
- Lightning Experience
- Apex Automation & Flow Builder
