Articles
Zero Copy Data Strategy For Salesforce Leaders
Your data pipeline costs are high because duplication is still the default.
01 — Challenge
Email threads and spreadsheets can't scale with a growing robotics client base
A growing Norwegian robotics company faced mounting challenges managing customer service efficiently as its client base expanded. The team relied on emails and other disconnected methods to track customer issues — with no centralised system, no automation, and no clear line between customer service and the development team.
- Inefficient Tracking: Customer issues scattered across multiple channels — no single view, no priority system, no SLA tracking.
- Delayed Responses: Without centralised tracking or automated routing, the team frequently fell behind on urgent inquiries.
- Lack of Collaboration: Communication gaps between customer service and development teams slowed resolution of technical issues and prevented feedback from reaching the product team.
- Scalability Issues: Manual, email-based processes were unsustainable as interaction volumes grew — the team couldn't keep up.
- Security Concerns: Sensitive customer information in fragmented, uncontrolled systems raised compliance and data governance concerns.
- Data Integrity Risks: Manual entry increased the likelihood of errors, miscommunications, and lost information.
02 — Solution
Service Cloud, live chat, and real-time Azure DevOps integration — all connected
TrueSolv implemented a comprehensive solution centred on Salesforce Service Cloud, with automated case creation, an Experience Cloud website with live chat, and a bidirectional Salesforce–Azure DevOps integration that connected customer service and development in real time.
Unified case workspace in Salesforce Service Cloud — customer history, live chat, and direct Azure DevOps escalation in one console.
1
Automated Email-to-Case Logic
Every inquiry captured, routed, and categorised automatically
Enabled automatic conversion of incoming emails into Salesforce cases, ensuring every inquiry is captured. Custom assignment rules and case validation processes route cases efficiently to the appropriate teams — minimising delays and ensuring accurate categorisation from the moment an email lands.
2
Experience Cloud with Live Chat Integration
Real-time customer communication via a branded portal
Deployed a brand-new Experience Cloud website featuring live chat for real-time communication. A streamlined, user-friendly interface lets customers engage directly with service reps — improving satisfaction and cutting resolution times for time-sensitive technical queries.
3
Salesforce and Azure DevOps Integration
Bidirectional real-time sync between service and development
Linked Salesforce with Azure DevOps for seamless bidirectional data synchronisation. Customer service teams can escalate technical issues directly to the development team from inside Salesforce, and receive real-time status updates. Manual case-detail transfer is eliminated — resolutions are faster, product iterations are better informed.
4
Data Security, Compliance, and Scalable Infrastructure
Enterprise-grade security built on Salesforce's platform
All enhancements built on Salesforce's robust platform — strong data security and integrity measures, compliance with industry standards, and optimal performance at scale. The modular architecture means the implementation can grow with the company's expanding client base without additional system rewrites.
"Our dev team used to find out about product issues through a customer complaint email that had already been sitting in a shared inbox for three days. Now they get a Salesforce escalation in real time — and we've cut our resolution time in half."
Scaling customer service in a robotics company is hard because every issue has both a customer side and a technical side. Email just couldn't bridge that gap. TrueSolv built us a system where a case comes in, gets routed automatically, appears in our live chat portal for the customer, and can be escalated to Azure DevOps for the dev team in one click. The feedback loop between service and engineering has completely changed how we handle product issues. Our customers notice the difference.
LE
Lars E.
Head of Customer Success · Norwegian Robotics Company
04 — Results
Faster responses, tighter dev collaboration, scalable infrastructure
Streamlined Operations
Automated case creation and routing eliminated bottlenecks — the team responds faster to inquiries with no manual triage step.
Improved Dev Collaboration
Bidirectional Salesforce–Azure DevOps sync bridges the gap between service and engineering — product issues and customer feedback now reach the dev team in real time.
Enhanced Customer Experience
Live chat in the Experience Cloud portal gives customers direct access to support — faster, more personalised resolutions with every interaction.
Security and Scalability
Centralised operations on Salesforce ensure data integrity and compliance, with an architecture that scales as customer interaction volumes grow.
05 — Technologies
Built with
Salesforce Service Cloud
Azure DevOps
Experience Cloud
Live Chat
Salesforce Flow
Apex & LWC
REST API
Email-to-Case
For Tech & Hardware Companies Scaling Customer Service
Your customer service team
shouldn't be isolated from your dev team.
If customer issues reach engineering three days late via email chain, we'll connect them in real time — Service Cloud case management, Azure DevOps escalation, and live chat, all integrated and automated.
Automated Email-to-Case creation
Custom assignment and routing rules
Experience Cloud with live chat
Bidirectional Azure DevOps integration
Enterprise data security on Salesforce
Scalable architecture for growing volumes
