<h2>Challenge</h2>
Our client, a top player in the retail industry, was grappling with the complexities of managing customer support across multiple channels. They needed a robust solution to streamline communications, improve case handling, and integrate various systems for a seamless customer experience.
<h2>Solution</h2>
Partnering with Tekunda, we helped the retailer leverage Salesforce Service Cloud to transform their customer support operations. Here&rsquo;s how we made it happen:
<h3>1. Enhanced Communication Channels:</h3>
<ul>
<li>Implemented phone, email, chatbot, WhatsApp, FB Messenger, and web forms for broader reach and convenience.</li>
</ul>
<h3>2. Improved Internal Collaboration:</h3>
<ul>
<li>Chatter: Enabled Chatter for real-time collaboration within the support team.</li>
<li>Inter-Org Communication: Established seamless data exchange with their international branches using Salesforce-to-Salesforce integration.</li>
</ul>
<h3>3. Streamlined Case Handling:</h3>
<ul>
<li>Developed a smart feature to guide agents through a standardised support flow with dynamic questions and answers.</li>
<li>RingCentral Integration: Integrated RingCentral for efficient call handling directly within Salesforce.</li>
<li>Knowledge Base: Provided knowledge articles based on case reasons to empower agents with quick, accurate information.</li>
<li>Automation: Automated customer email notifications, case owner changes, and post-case surveys to enhance efficiency and customer satisfaction.</li>
<li>Omni-Channel Routing: Deployed Omni-Channel to intelligently route cases to the most suitable agents.</li>
<li>SLA Dashboard: Implemented a dashboard for real-time monitoring of service level agreements, ensuring timely case resolutions.</li>
</ul>
<h3>4. Robust Collaboration Features:</h3>
<ul>
<li>Displayed case history, order history, and track &amp; trace functionalities.</li>
<li>Displayed all relevant information to streamline case handling and enhance agent productivity.</li>
</ul>
<h2>Results:</h2>
<ul>
<li>Increased Efficiency: Achieved a 30% reduction in case resolution time.</li>
<li>Higher Customer Satisfaction: Customer satisfaction scores improved by a staggering 35%.</li>
</ul>
<h2>Conclusion</h2>
By leveraging Salesforce Service Cloud, Tekunda transformed the retailer&rsquo;s customer support operations, delivering a superior customer experience and driving operational excellence.
Ready to elevate your customer support?<a href="https://tekunda.com/#contact" target="_blank" rel="noopener"> Let Tekunda guide you</a> through the transformation with Salesforce Service Cloud!
#Salesforce #CustomerSupport #CaseStudy #Innovation #Retail #CustomerExperience #Tekunda #ServiceCloud #DigitalTransformation

Case Study: Transforming Customer Support with Salesforce 🚀

<h3 class="solution-title">INTRODUCTION</h3>
Tekunda helped <a href="https://syntilio.com" target="_blank" rel="noopener">Syntilio</a> realise its vision of reducing the pressure on healthcare by facilitating personal and efficient unplanned care using insight driven triage. This was achieved by building the Syntilio platform as a <a href="/blog/Understanding-Managed-vs.-Unmanaged-Packages-in-Salesforce" target="_blank" rel="noopener">managed package</a> on top of Salesforce Service Cloud.
For every care request, the platform provides a 360&ordm; client view with all relevant data. This helps in determining urgency, making a well-informed decision, and deploying care in the community only when it is truly necessary.&nbsp;
The platform provides access to both the formal and informal care network support (regional) collaboration and activating the entire care network through a range of communication channels.
<h3 class="solution-title">INSIGHT DRIVEN TRIAGE</h3>
For every care request, the platform provides a 360&ordm; client view where you see all relevant data. This helps in determining urgency, making a well-informed decision, and deploying care in the community only when it is truly necessary.
<h3 class="solution-title">APPROPRIATE AND FAST FOLLOW-UP</h3>
The platform provides access to both the formal and informal care network of the client. This way you can quickly organise the most appropriate follow-up directly with the client through loved ones or volunteers if possible, or through professional care if necessary.
<h3 class="solution-title">LESS ADMINISTRATION</h3>
Both triage and the organised care follow-up are automatically recorded. This means less administration for your team, and a client file that is always up to date.
<h3 class="about-title">DataHub</h3>
The backbone of any successful and coherent client/patient experience is data interoperability. 
i.e. Creating a new qualifying client in Syntilio creates it in your ECD or your Tele-monitoring app (or vice versa)&nbsp;
Making sure the right data is in the right place at the right time.
DataHub guarantees your clients' data stays in sync.
<h3 class="about-title">CareHub</h3>
Integration between Syntilio and your IoT devices for remote monitoring of both devices and clients
Client monitoring (smart sensors, medication support, video calling, etc...) and Device monitoring (battery, online state, malfunctions, etc&hellip;).
Regional and cross segment cooperation, Routing of events, Case handling, Triage questionnaires, Asset registration, and data synchronisation; all in Syntilio
<h3 class="about-title">VideoHub</h3>
A secure, user-friendly video calling app created specifically for healthcare, both acute and planned, enabling remote consultations and patient monitoring.
It integrates seamlessly with CareHub, ensures confidentiality, and boosts patient satisfaction through its intuitive design.

Case Study: Syntilio Platform on the AppExchange

Customer Relationship Management (CRM) systems have come a long way over the past few decades. What started as basic tools to manage customer data has evolved into powerful platforms that not only store information but also help businesses engage with their customers more effectively. Salesforce Service Cloud is at the forefront of this evolution, revolutionising the way companies handle customer support.
&nbsp;
The Changing Landscape of Customer Support
Customer expectations are higher than ever. In today&rsquo;s fast-paced digital world, people expect quick, personalised, and efficient service. They don&rsquo;t want to wait days for a response or be passed from one agent to another without getting their issue resolved. This shift in expectations has pushed companies to rethink how they approach customer support, and CRM systems like Salesforce Service Cloud are stepping up to meet these demands.
&nbsp;
What Makes Salesforce Service Cloud Different?
Salesforce Service Cloud is more than just a tool to manage customer inquiries; it&rsquo;s a comprehensive platform that integrates various aspects of customer service into one cohesive system. Here are some key features that set it apart:
&nbsp;
1. Omni-Channel Support
&bull; What It Does: Salesforce Service Cloud offers omni-channel support, allowing businesses to manage customer interactions across multiple channels like phone, email, live chat, social media, and more&mdash;all from a single platform.
&bull; Example: Imagine a customer starts a conversation on social media, continues it via email, and then calls for further assistance. With Salesforce Service Cloud, the support agent handling the call can see the entire history of that customer&rsquo;s interactions, ensuring a seamless experience.
2. AI-Powered Assistance
&bull; What It Does: Salesforce Service Cloud leverages artificial intelligence through its Einstein AI feature to provide smart suggestions, predict customer needs, and automate routine tasks.
&bull; Example: Suppose a customer contacts support about a billing issue. Einstein AI can automatically suggest relevant knowledge base articles or pre-written responses, speeding up resolution time. It can also predict what the customer might ask next, allowing agents to proactively address their concerns.
3. Self-Service Capabilities
&bull; What It Does: Salesforce Service Cloud empowers customers to solve their issues independently through self-service portals and communities. Customers can access a knowledge base, FAQs, and community forums, reducing the load on support agents.
&bull; Example: A customer needing help with a product setup can access a detailed guide in the self-service portal without waiting for an agent. If they have further questions, they can post in a community forum where other customers or support staff can provide answers.
4. Customisation and Integration
&bull; What It Does: Salesforce Service Cloud is highly customizable, allowing businesses to tailor it to their specific needs. It also integrates seamlessly with other systems, including marketing, sales, and third-party applications.
&bull; Example: A retail company can integrate Salesforce Service Cloud with its inventory management system, enabling support agents to check product availability, process returns, or issue refunds directly from the CRM.
&nbsp;
Real-World Impact: Use Cases
Let&rsquo;s look at a couple of scenarios where Salesforce Service Cloud has made a significant difference for businesses:
&nbsp;
Use Case 1: Enhancing Customer Experience for a Global Retailer
A global retail company was struggling with fragmented customer support across different regions. Each region used different tools and processes, leading to inconsistent service and frustrated customers.
&nbsp;
Solution: By implementing Salesforce Service Cloud, the company centralised its customer support operations. Now, all regions use the same platform, ensuring consistent service. Omni-channel support allows customers to reach out through their preferred channels, while the AI-powered suggestions help agents resolve issues faster. The result? A 40% reduction in response times and a significant boost in customer satisfaction.
&nbsp;
Use Case 2: Streamlining Support for a Tech Company
A tech company offering software solutions was dealing with an overwhelming number of support tickets, many of which were repetitive inquiries. Their agents were bogged down by routine tasks, leaving them with little time to handle complex issues.
&nbsp;
Solution: Salesforce Service Cloud&rsquo;s self-service portal allowed customers to find answers to common questions on their own, reducing the number of incoming tickets. Meanwhile, Einstein AI automated responses to frequently asked questions, freeing up agents to focus on more challenging issues. This led to a 50% reduction in ticket volume and improved overall support efficiency.
&nbsp;
The Future: What&rsquo;s Next for Salesforce Service Cloud?
As technology continues to evolve, so too will Salesforce Service Cloud. Here are a few trends and developments that we can expect to see:
&nbsp;
1. Deeper AI Integration
&bull; AI will play an even bigger role in customer support, with predictive analytics becoming more sophisticated. This means anticipating customer needs before they even contact support, leading to a more proactive service approach.
2. Enhanced Mobile Support
&bull; With more customers using mobile devices, Salesforce is likely to further enhance its mobile support capabilities, making it easier for customers to access help on the go.
3. Increased Focus on Personalisation
&bull; Personalisation will be taken to the next level, with CRM systems like Salesforce Service Cloud offering even more tailored experiences based on customer data, preferences, and behavior.
4. Greater Emphasis on Data Security
&bull; As data privacy concerns continue to grow, Salesforce will likely introduce more robust security features to protect customer information and ensure compliance with global regulations.
&nbsp;
Conclusion: Why Salesforce Service Cloud is a Game-Changer=
Salesforce Service Cloud is not just keeping up with the changing landscape of customer support; it&rsquo;s leading the charge. By offering a platform that combines omni-channel support, AI-powered assistance, self-service options, and deep customisation, it empowers businesses to deliver exceptional customer service. Whether you&rsquo;re a small business or a global enterprise, Salesforce Service Cloud can help you meet&mdash;and exceed&mdash;your customers&rsquo; expectations.
&nbsp;
If you&rsquo;re ready to transform your customer support, now is the time to explore what Salesforce Service Cloud can do for you. At Tekunda, we specialize in helping businesses unlock the full potential of Salesforce solutions. Contact us today to learn how we can help you create a future-proof customer support system that keeps your customers happy and your business thriving.

Case Study: Transforming Customer Support with Salesforce 🚀

Challenge

Solution

1. Enhanced Communication Channels:

2. Improved Internal Collaboration:

3. Streamlined Case Handling:

4. Robust Collaboration Features:

Results:

Conclusion

More Articles

Case Study: Syntilio Platform on the AppExchange

How Salesforce Service Cloud is Revolutionising Customer Support