Learn how TrueSolv streamlined a robotics company’s customer service with Salesforce Service Cloud, automating case creation, enabling live chat, and integrating Azure DevOps to improve response times, collaboration, and data security.
Sales Cloud, Service Cloud, Azure Integration
Robotics
Norway
Challenge
A growing Robotics company faced challenges in managing its customer service efficiently as their client base expanded. The team was relying on emails and other disjointed methods to track customer issues, leading to delayed responses and a lack of coordination between customer service and development teams. As the volume of customer interactions increased, they needed a scalable solution to streamline their support processes, ensure timely responses, and improve collaboration between service and development teams. Additionally, they required a secure platform to handle sensitive customer data while maintaining data integrity.
Solution
To address these challenges, Truesolv implemented Salesforce’s Service Cloud with Email-to-Case functionality. This feature automatically converts incoming customer emails into cases, ensuring that no inquiry goes unnoticed. Custom assignment rules and validation processes were put in place to route cases to the correct teams, significantly reducing response times.
Building on this, Truesolv creates a brand new Experience Cloud website with live chat functionality, allowing customers to engage directly with service reps through real-time messaging sessions. This feature provided a seamless, user-friendly experience for customers while ensuring quick resolution of their queries.
Further enhancing collaboration, Truesolv integrates Salesforce with Azure DevOps. This integration allowed vital data to sync seamlessly between customer service and the development team, facilitating real-time updates on issues and fostering a unified approach. The integration reduced the gap between customer feedback and development, enabling faster issue resolution and collaboration on product improvements.
All these enhancements were built on Salesforce’s robust platform, which provided strong data security and integrity measures, ensuring compliance with industry standards while maintaining optimal performance.
Results
The implementation of Salesforce’s Service Cloud and integration with Azure DevOps brought significant improvements to the company’s operations. The automatic case creation from emails streamlined the support process, reducing the time taken to respond to customer inquiries. The introduction of chat in the Experience Cloud enhanced customer satisfaction by providing a direct, efficient communication channel.
The integration with Azure DevOps improved cross-team collaboration, allowing service and development teams to work together more effectively. As a result, issue resolution times were reduced, and the overall quality of customer service improved.
Ultimately, the company saw an increase in customer satisfaction, faster response and resolution times, and more efficient internal workflows, empowering their teams to deliver superior service while staying aligned with business objectives.
Ready to transform your Salesforce experience? Whether you have a question, need a custom solution, or want to learn more about our services, the TrueSolv team is here to help. Fill out the form, and let’s work together to elevate your business operations!
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