Service and Experience Clouds for a software company

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Established customer support process for an international software company

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Software

Industry

A large software company with a number of offices around the world that modernizes legacy financial systems with its own smart contract language and its own privacy-enabled blockchain.

Client

Service Cloud
Experience Cloud
Jira and CTI integration

Salesforce Solutions

It was really challenging for the company to support clients and provide them with care. The company didn’t have a powerful system for managing clients’ tasks, prioritize and process them according to deadlines.

Challenges Outline

> 2 months

Duration

1 Salesforce Developer

Vimera Team

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Business Goals

Set up a customer support process
Increase customer satisfaction and improve experience

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Challenges

Solutions

Let customers log cases via emails
Have case escalation process and define high priority cases (a priority depends on a request)
Processing cases within appropriate SLA times
Set up Knowledge Base for the team to resolve cases more efficiently
Enable Customers to be able to login to a branded community and to be able to see helpful knowledge articles and be advised of these when raising a case
Automate phone system and internal task management
Upload all historical cases to SF
Want to be able to report on company performance

General configuration of Service and Experience Clouds (fields, users, permissions)
Enable Email-to-Case, Setup escalation rules
Configure Milestone Object, Entitlements, SLA, Set up Milestone Steps and a Process builder to link to Case
Enable Lightning Knowledge, Create Knowledge Categories, Assign Categories to Knowledge Articles and publish, Add Knowledge component to Case Page Layout
Create 1 X Digital Assets Branded Customer Community
Enable Knowledge for Communities
Integrated CTI and SF, Integrated Jira
Creating general reports and dashboards
Uploaded cases

Service

CTI

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Results

Vimera’s team has configurated Salesforce solutions by setting up Service Cloud and Experience Cloud into a client’s business process. After the implementation clients support has improved a lot: clients can log cases via emails, the company can prioritize tasks and process them according to deadlines, the knowledge base has been also implemented, task and report management has been automated.

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Our testimonials

See the full review on Clutch

We continue to work with them, and we highly recommend them.

Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

They generally are happy to work on all aspects of custom Salesforce development.

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany

Discuss your task with our team

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