Customer support strategy enhancement and Boosted field service for provides 3D printed Invisible Braces

CLIENT, headquartered in Singapore, provides 3D-printed Invisible Braces, operating in Singapore, Malaysia, Hong Kong, Indonesia, Thailand, and Vietnam.

Salesforce: Service Cloud, Omni-channel, Scheduled Actions, Integrations, Field Service Lightning, Mobile APP.


Our client asked for a solution to provide best in class customer support using different channels like web, phone, email, social networks and others, integrating it with in-house software to get operational information about customers. The Vimera team suggested configuring Service Cloud implementation and integration.


The client is an international company, and the problem was to adjust all processes for each region since each country has its own business process regulations. The Vimera team has delivered Service Cloud Implementation from scratch.

To take loyalty and customer experience to a new level an Omni- channel technology as a multichannel customer support approach has been delivered.

Using a process builder, the Vimera team has built Scheduled Actions in the company’s business flow, which allows Salesforce to create a flow interview record and pause it until the scheduled time occurs. With scheduled actions, the client can manage how many times, through which channel and at what time managers should get in touch with a prospect and customer through optimizing customer support and communication.

To reach customers and resolve their cases with the usage of messengers, our experts have configured an integration between Salesforce and messengers such as Facebook Messenger, WhatsUp, Wechat, etc.

The Vimera team has provided implementation and internal customization of the Field Service Lightning package to improve filed services. To get and see service orders and update them accordingly, engineers have configured the Field Service Lightning Mobile Application on employees’ mobile phones.


Customer support strategy enhancement
Now customers can receive best-in-class support services via different channels to better satisfy customers.

Boosted field service
The client has started to use a field service solution by Salesforce and admitted that it became easier and faster to track and manage field service.

Increased employees' performance
With scheduled actions solution managers can facilitate customer service planning and organizing, and concentrate more on providing quality customer service.

Improved customer service KPIs by 17,2%
That’s what Analytics shows.
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