Enhancing Customer Service Efficiency for a Growing Robotics Company
Salesforce Service Cloud & Azure DevOps Integration for Robotics — TrueSolv Home›Case Studies›Service Cloud + Azure — Robotics Robotics🇳🇴 NorwayService CloudAzure DevOps · Live Chat Customer Service Transformationfor a Growing Robotics Company A Norwegian robotics company was managing customer issues by email and spreadsheet as its client base expanded. TrueSolv implemented Salesforce Service Cloud with automated case creation, live chat via Experience Cloud, and a bidirectional Salesforce–Azure DevOps integration — connecting customer service with the development team in real time. IndustryRobotics PlatformService Cloud + Azure DevOps CountryNorway TypeCustom Development Service + Dev teams connected in real timeService Cloud · Azure DevOps sync · Experience Cloud live chat 0 silosCommunication gaps between service and developmentPreviously: case details transferred manually ↓ RTResponse and resolution time dropped significantlyAutomated routing + live chat + instant escalation 2-wayBidirectional Salesforce–Azure DevOps data syncUpdates flow in both directions, in real time ∞ scaleScalable infrastructure for growing interaction volumesBuilt on Salesforce’s enterprise-grade platform Contents 01The Challenge 02Our Solution 03Client Testimonial 04Results 05Technologies 06Work With Us Managing customer issues in email threads as your product scales? See Custom Development 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. 1Automated Email-to-Case LogicEvery 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. 2Experience Cloud with Live Chat IntegrationReal-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. 3Salesforce and Azure DevOps IntegrationBidirectional 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. 4Data Security, Compliance, and Scalable InfrastructureEnterprise-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. LELars E.Head of Customer Success · Norwegian Robotics Company 04 — Results Faster responses, tighter dev collaboration, scalable infrastructure Streamlined OperationsAutomated case creation and routing eliminated bottlenecks — the team responds faster to inquiries with no manual triage step. Improved Dev CollaborationBidirectional 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 ExperienceLive chat in the Experience Cloud portal gives customers direct access to support — faster, more personalised resolutions with every interaction. Security and ScalabilityCentralised 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 teamshouldn’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 Book a Free Consultation See Custom Development Other Case Studies Financial Services · USA Banking Support with Financial Services Cloud & Einstein AI 24/7 Einstein chatbot, smart case routing, and Next Best Action for a regional US bank. 1/3Automated24/7Coverage+33%CSATCustom engagement →
Enhancing Audio Transcription Services with Salesforce, AWS Integration and AI tools
Salesforce AWS Audio Transcription Automation with AI — TrueSolv Home›Case Studies›Salesforce + AWS AI Transcription Transcription Services🇺🇸 USAExperience CloudAWS · Whisper AI · ChatGPT Audio Transcription Automationwith Salesforce, AWS & AI A US transcription and translation service provider needed to automate audio file handling, transcription, and formatted document delivery. TrueSolv built secure self-service portals on Salesforce Experience Cloud with AWS S3, Lambda, and Whisper AI — eliminating manual intervention and cutting turnaround times significantly. IndustryTranscription & Translation PlatformExperience Cloud + Amazon AWS CountryUnited States TypeCustom Development End-to-end automated — upload to formatted Word docSalesforce Experience Cloud · AWS S3 · Whisper AI 0 manualManual steps in the transcription workflowPreviously: manager intervention at every stage 2 portalsCustom self-service portals built on Experience CloudCustomer Portal + Transcriptionist Portal ↓ TATTurnaround time reduced significantlyAutomated S3 upload → Lambda → Whisper AI → DOCX ∞ scaleScalable AWS S3 storage — no volume ceilingCompliant, secure, modular architecture Contents 01The Challenge 02Our Solution 03Client Testimonial 04Results 05Technologies 06Work With Us Need to automate a complex document or media workflow on Salesforce? See Custom Development 01 — Challenge Fragmented workflows, manual manager intervention at every step A US-based transcription and translation service provider needed a robust system to manage audio files, transcription, and translation services efficiently. Existing workflows were fragmented, requiring manual intervention by managers and lacking centralised data management. Audio File Storage and Access: No secure, scalable way to store large volumes of audio files and make them accessible for processing and transcription. Complex Permissions: Managing configurations and user permissions across different systems for customers, transcriptionists, and managers. Manual Transcription and Formatting: Transcribing audio and formatting outputs into editable Word documents required significant manual effort at every step. Integration Complexity: No seamless flow of data between storage, transcription tools, and Salesforce — each step was a manual handoff. 02 — Solution End-to-end automated pipeline: upload → transcribe → formatted document TrueSolv built a scalable, automated solution combining Salesforce Experience Cloud with Amazon AWS integration — two custom self-service portals, an AI transcription pipeline, and centralised configuration management. Customer Portal built on Salesforce Experience Cloud — audio upload, transcription status, and formatted document download in one interface. 1Salesforce Experience Cloud PortalsCustomer Portal + Transcriptionist Portal — built on Experience Cloud Developed two comprehensive web portals: a Customer Portal for uploading audio files and downloading completed transcriptions, and a Transcriptionist Portal for managing assigned work. Custom CSS and Tailwind CSS deliver responsive, branded interfaces. Salesforce Custom Metadata manages AWS credentials and portal configurations dynamically. 2Amazon AWS Integration — S3 and LambdaSecure scalable storage with Apex-triggered transcription Audio files are securely uploaded to and retrieved from an AWS S3 bucket — scalable, reliable, compliant storage. An Apex-triggered button requests transcription via an AWS Lambda function, initiating the automated processing pipeline. 3Whisper AI Transcription + ChatGPT FormattingAutomated transcription → clean formatted Word document AWS handles audio file processing, with Whisper AI performing transcription and ChatGPT and JavaScript libraries producing clean, formatted Word documents on the AWS side. Completed documents sync automatically to Salesforce and both portals for immediate access. 4Command Bar Navigation and Workflow IntegrationEfficient pre-configured navigation flows within the portal A dynamic Command Bar loaded through the Customer Portal enables efficient navigation and integration of pre-configured workflows — allowing users to move through the system without training overhead. “Every transcription job used to require a manager to move files, check assignments, and chase up formatting. Now the whole pipeline runs automatically — the team just handles exceptions.“ Before TrueSolv, our workflow was held together by email threads and shared folders. Audio came in, a manager had to download it, assign it, chase the transcriptionist, then reformat the output before sending it back. TrueSolv automated the entire process — upload, assign, transcribe, format, deliver. Our turnaround times dropped and our operations team can now focus on quality rather than logistics. The AWS and Whisper AI integration was exactly what we needed. TMThomas M.Operations Director · US Transcription Service 04 — Results Manual effort eliminated, turnaround times reduced, team freed for quality work Fully Automated PipelineSelf-service portals and automated transcription/formatting eliminated all manual handoffs — turnaround times dropped, team focus shifted to higher-value work. Secure, Scalable StorageAWS S3 integration ensures reliable and compliant audio file storage with seamless access for transcription — no volume ceiling. Centralised ConfigurationSalesforce Custom Metadata and Settings streamlined the administration of user permissions, workflows, and AWS credentials — one place, no fragmentation. Future-Ready ArchitectureThe scalable and modular design enables easy adoption of additional integrations and features — built to grow with the business. 05 — Technologies Built with Salesforce Experience Cloud Amazon S3 AWS Lambda Apex & LWC Whisper AI ChatGPT Tailwind CSS REST API Command Bar For Service Businesses with Complex Document Workflows Still moving files by handand chasing transcripts by email? If your workflow involves audio, documents, or media moving through multiple manual steps, we’ll automate it on Salesforce with AWS — secure storage, AI processing, and formatted delivery, end to end. Custom Experience Cloud portals AWS S3 secure storage integration AI-powered processing (Whisper, ChatGPT) Automated document generation Apex + Lambda workflow automation Scalable, modular architecture Book a Free Consultation See Custom Development Other Case Studies Martech SaaS · UAE PLG Funnel Tracked End-to-End in Salesforce Trial signup → activation → expansion tracked in one Salesforce dashboard. Live in 3 weeks. 3 wksFirst dashboard+55%Trial conversion1 srcOf truthPackage: Growth → Financial Services · USA Banking Support with Financial Services Cloud & Einstein AI 24/7 Einstein chatbot, smart case routing, and Next Best Action for a regional US bank. 1/3Automated24/7Coverage+33%CSATCustom engagement → Technology · USA User Management with a Custom AppExchange Package Automated user permissions for 1,000+ users. Passed Salesforce Security Review. 1,000+Users managed0Config errors✓ ISVSecurity ReviewPackage: Scale → All Case Studies → Learn More In Blog Insights, how-to’s and Salesforce best practices from the TrueSolv team Articles Zero Copy Data Strategy For Salesforce Leaders Your data pipeline costs are high because duplication is still the default. DKDilyara Kolesnikova25 March 2026 How to’s How to Upload
