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Service Cloud implementation - Salesforce

Customer is a leading European Airline with operations across the continent and they are using Salesforce to manage their service operations.

Complete Salesforce Service cloud implementation in an accelerated timeline
Multi-channel integrations (e.g. SMS, Email, Calls, Web)
Improve issue resolution times by 22%

Domain

Airlines, CRM

Tech Stack/Tools

Salesforce, Servicecloud

Team size

4

Problem Statement

  • Need to improve customer experience
  • Enable customers to reach out through various channels to raise issues
  • Enable a robust feedback mechanism

    • Solution

    Salesforce Sales Cloud was implemented with redesigned UI. Product and customer management/ loyalty solutions implemented in an accelerated timeline of 8 months.

    Results

  • Average time for ticket resolution improved by 22%
  • 360 degree view for customer care agents
  • Better visibility to issues/tickets and prompt resolutions and follow-ups
  • Better tracking of long term issues towards resolution
  • Improve feedback mechanism resulting in improvement in overall customer satisfaction ratings

    • Conclusion

    Service cloud was implemented successfully along with multi channel integrations. The entire project was completed in ~2 months. With this implementation, the customer success team is now able to effectively manage all customer issues and track them to resolution in a time-bound manner.