Technology & Innovation
Accelerating Enterprise Service Excellence Through Digital Transformation
Industry: Technology & Innovation
Executive Summary
The client's service operations spanned global teams and multiple legacy applications. Fragmented processes and growing case-management requirements made it increasingly difficult to provide associates with a consistent service environment.
Client: Our client, a leading provider of human capital management solutions, needed a unified platform for enterprise service operations.
Background
The client's service operations spanned global teams and multiple legacy applications. Fragmented processes and growing case-management requirements made it increasingly difficult to provide associates with a consistent service environment.
Challenge
The client faced inefficient case routing and escalation, limited visibility into service performance, repetitive manual activities, complex Salesforce, MuleSoft, AWS and legacy integrations, and growing demand for AI-assisted service resolution.
Strategy
Service Cloud | Omni-Channel | MuleSoft | Enterprise APIs | Generative AI | Agentic AI
Solution Overview
Info Services implemented the Salesforce Service Cloud-based The Zone platform, introduced Omni-Channel routing, integrated Service Cloud with enterprise and legacy applications, centralized knowledge and contextual information, and introduced Generative AI and Agentic AI capabilities for repetitive service activities.
Collaborate Sales and Marketing together to drive business growth
ManufacturingTransform into recurring-revenue company with significant long-term upside
Technology & InnovationAccelerating Enterprise Sales Through Multi-Phase Digital Transformation
Technology & InnovationIncreasing Revenue through Subscription Management
Automotive
Reduced Manual Workload with Salesforce Service Cloud and MuleSoft Automation
Health Care