Service Cloud Implementation

What we do

• Case management: We set up processes that track complaints, requests and incidents from creation to closure, with categories and priorities.
• Omni-channel support: Requests from e-mail, web forms, phone, chat and messaging channels land in a single work queue.
• Routing and SLAs: We define rules that assign requests to the right team by skill and workload, along with service level (SLA) targets and escalations.
• Contact center: With telephony integration (CTI), agents instantly see the record of the calling customer.
• Knowledge base: We structure articles and solutions that agents and customers can use.

How we work

We map your request types, channels and team structure together and build your service process on standard Service Cloud capabilities. We simplify agent screens around the most frequent tasks and, after go-live, improve the processes with real data.

What you gain

• Faster responses and higher customer satisfaction.
• Agents see the customer’s full history on one screen.
• SLAs and team performance tracked in real time.
• Sales and service teams working with the same customer data.