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Enhancing Customer Service Efficiency for a Growing Robotics Company

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.

 

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Technologies

Sales Cloud, Service Cloud, Azure Integration

Industry

Robotics

Country

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.

The reliance on tools such as emails and spreadsheets led to several challenges:

  • Inefficient Tracking: Customer issues were scattered across multiple channels, making it difficult to ensure inquiries were addressed promptly.
  • Delayed Responses: Without centralized tracking or automated processes, customer service teams faced frequent delays, frustrating customers.
  • Lack of Collaboration: Communication gaps between customer service and development teams hindered the ability to quickly resolve technical issues or address product feedback.
  • Scalability Issues: The existing processes were manual and unsustainable as interaction volumes surged, leaving the team unable to meet demands effectively.
  • Security Concerns: Managing sensitive customer information in fragmented systems raised concerns about data security and compliance with industry regulations.
  • Data Integrity Risks: Manual entry methods increased the likelihood of errors, leading to potential miscommunications and inefficiencies.

Solution

To overcome these challenges, Truesolv implemented a comprehensive solution centered on Salesforce Service Cloud, with several advanced features and integrations:

  1. Automated Email-to-Case Logic:
    • Enabled automatic conversion of incoming emails into Salesforce cases, ensuring every inquiry was captured.
    • Integrated custom assignment rules and case validation processes to route cases efficiently to appropriate teams, minimizing delays and ensuring accurate issue categorization.
  2. Experience Cloud with Live Chat Integration:
    • Deployed a brand-new Experience Cloud website featuring live chat functionality for real-time communication.
    • Delivered a streamlined and user-friendly interface for customers to engage with service reps, improving satisfaction and reducing resolution times.
  3. Salesforce and Azure DevOps Integration:
    • Linked Salesforce with Azure DevOps to enable seamless bidirectional data synchronization.
    • Allowed customer service teams to escalate technical issues directly to the development team while receiving real-time updates, ensuring both teams were aligned.
    • Reduced redundancy and eliminated the manual transfer of case details, enabling faster resolutions and smoother product iterations.
  4. Data Security and Compliance:
    • 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.
  5. Scalable Infrastructure:
    • The Salesforce platform’s flexibility allowed the implementation to be scaled as the company’s needs evolved, ensuring long-term efficiency.

Results

The adoption of Salesforce Service Cloud and Azure DevOps integration resulted in transformative outcomes for the Robotics company:

  • Streamlined Operations: Automated case creation and routing eliminated bottlenecks, enabling the team to respond faster to inquiries.
  • Improved Collaboration: Cross-platform integration between Salesforce and Azure DevOps bridged the gap between service and development teams, fostering a unified approach to issue resolution and product improvement.
  • Enhanced Customer Experience: The addition of live chat in the Experience Cloud gave customers direct access to support, ensuring swift and personalized solutions.
  • Data Integrity and Security: By centralizing operations on Salesforce, the company maintained high data integrity and met stringent security standards, building trust with its customers.
  • Increased Scalability: With a scalable infrastructure, the company could easily handle growing volumes of customer interactions without compromising on service quality.

Technologies

Apex

Callouts

Flows

LWC

Batch

Triggers

Scheduler

Contact us

Get your free Consultation now!

Whether you have questions, need a solution, or want to explore our services, TrueSolv is here to help.

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Get your free Consultation now!

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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