Service Cloud implementation - Salesforce – Global Growth For Startups

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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

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.