Automotive
Driving Customer Service Excellence with Salesforce Service Cloud Driving Customer Service Excellence with Salesforce Service Cloud
Industry: Automotive
Executive Summary
Customer support operations were fragmented across multiple communication channels, limiting visibility into customer cases and service interactions. Manual case handling, inconsistent routing, and challenges in tracking service commitments made it difficult for teams to provide a consistent customer service experience.
Background
Customer support operations were fragmented across multiple communication channels, limiting visibility into customer cases and service interactions. Manual case handling, inconsistent routing, and challenges in tracking service commitments made it difficult for teams to provide a consistent customer service experience.
Challenge
The client faced fragmented customer support across voice, email, chat, and community channels, limited visibility into customer cases and service interactions, manual case handling, inconsistent routing, difficulty managing customer-specific service entitlements and SLAs, inconsistent response and resolution tracking, and challenges maintaining reliable customer communications.
Strategy
Salesforce Service Cloud | Google Cloud Run App Integration | Omni-Channel with Voice | Case Management | Email Deliverability | Customer & Agent Chat | Communities/Experience Cloud | Entitlement Management | SLA Management
Solution Overview
Info Services implemented Salesforce Service Cloud with Google Cloud Run application integration to create a connected service environment. Omni-Channel with Voice unified voice and digital interactions, while centralized case management automated case assignment, prioritization, escalation, and resolution tracking. Inbound and outbound email processing was configured to support reliable customer communication. Real-time chat capabilities were introduced for customers and service agents, while Experience Cloud provided a self-service community for customers to access support, knowledge, and case information. Customer-specific entitlements, SLA milestones, business-hour calendars, and automated response and resolution tracking were configured. Intelligent Omni-Channel routing distributed cases, chats, and voice interactions based on agent availability and workload, while a unified Salesforce workspace provided agents with consolidated customer, case, and interaction information.
Creating an advanced customer care experience by modernizing capabilities
Healthcare
SMS Digital Engagement
Automotive & Manufacturing
Modernizing Service Operations and Driving Customer Excellence for Dana
Automotive
Implementing Devops Automation Excellence
Healthcare
Lead to Order Enterprise Process Transformation
Telecommunications