<p>We're thrilled to unveil Serpent, a game-changing solution crafted to revolutionise <a href="https://tekunda.com/blog/Salesforce-DevOps#section_2" target="_blank" rel="noopener">Salesforce DevOps</a>!</p>
<p><a href="https://tekunda.com/blog/Mastering-Salesforce-DevOps#section_3" target="_blank" rel="noopener">Choosing the right Salesforce DevOps tools</a> is essential for your team's success, that's why we designed Serpent with simplicity and innovation at its core, to streamline your Salesforce development and operations, ensuring seamless, efficient, and faster project deliveries.</p>
<p><strong>Why Serpent?</strong></p>
<ul>
<li><strong>Improved collaboration</strong>: Teams can work together more effectively, sharing responsibilities and knowledge, leading to better decision-making.</li>
<li><strong>Faster time-to-market</strong>: Automated processes reduce manual intervention, shortening the development lifecycle and accelerating the release of new features.</li>
<li><strong>Enhanced quality</strong>: Continuous testing, monitoring, and feedback loops minimise errors and ensure a high level of application performance.</li>
<li><strong>Increased efficiency</strong>: By automating repetitive tasks, teams can focus on high-value activities, boosting productivity and innovation.</li>
</ul>
<p><strong>Join Our Exclusive Private Beta&nbsp;</strong></p>
<p>Serpent is launching soon, and we're inviting you to be part of our exclusive private beta. This is a unique opportunity to get early access and help shape the future of Salesforce DevOps with your feedback.</p>
<p>Spaces are limited! Sign up through our website to join the waitlist and secure your spot. Don't miss out on the chance to be among the first to experience the power of Serpent.</p>
<p>👉 Sign up here: <a href="#contact">Join Serpent Waitlist</a></p>
<p>Don't just take our word for it. Join us and see how Serpent can transform your Salesforce DevOps experience. Be part of the revolution.</p>
<p>#Serpent #SalesforceDevOps #PrivateBeta #Innovation #TechCommunity</p>

Introducing Serpent: The Future of Salesforce DevOps

<h2>Challenge</h2>
<p>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.</p>
<h2>Solution</h2>
<p>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:</p>
<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>
<p>By leveraging Salesforce Service Cloud, Tekunda transformed the retailer&rsquo;s customer support operations, delivering a superior customer experience and driving operational excellence.</p>
<p>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!</p>
<p><strong class="ql-hashtag" data-test-ql-hashtag="true">#Salesforce</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#CustomerSupport</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#CaseStudy</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#Innovation</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#Retail</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#CustomerExperience</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#Tekunda</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#ServiceCloud</strong> <strong class="ql-hashtag" data-test-ql-hashtag="true">#DigitalTransformation</strong></p>

Case Study: Transforming Customer Support with Salesforce 🚀

<h3 class="solution-title">INTRODUCTION</h3>
<p>Tekunda helped <strong><a href="https://syntilio.com" target="_blank" rel="noopener">Syntilio</a></strong> 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.</p>
<p>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.<span class="Apple-converted-space">&nbsp;</span></p>
<p>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.</p>
<h3 class="solution-title">INSIGHT DRIVEN TRIAGE</h3>
<p>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.</p>
<h3 class="solution-title">APPROPRIATE AND FAST FOLLOW-UP</h3>
<p>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.</p>
<h3 class="solution-title">LESS ADMINISTRATION</h3>
<p>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.</p>
<h3 class="about-title">DataHub</h3>
<p class="p1"><span class="s1">The backbone of any successful and coherent client/patient experience is d</span><span class="s1">ata interoperability. </span></p>
<p class="p1"><span class="s1">i.e. Creating a new qualifying client in Syntilio creates it in your ECD or your Tele-monitoring app (or vice versa)&nbsp;</span></p>
<p class="p1"><span class="s1">Making sure the right data is in the right place at the right time.</span></p>
<p class="p1"><span class="s1">DataHub guarantees your clients' data stays in sync.</span></p>
<h3 class="about-title">CareHub</h3>
<p class="p1"><span class="s1">Integration between Syntilio and your IoT devices for remote monitoring of both devices and clients</span></p>
<p>Client monitoring (smart sensors, medication support, video calling, etc...) and Device monitoring (battery, online state, malfunctions, etc&hellip;).</p>
<p>Regional and cross segment cooperation, Routing of events, Case handling, Triage questionnaires, Asset registration, and data synchronisation; all in Syntilio</p>
<h3 class="about-title">VideoHub</h3>
<p>A secure, user-friendly video calling app created specifically for healthcare, both acute and planned, enabling remote consultations and patient monitoring.</p>
<p>It integrates seamlessly with CareHub, ensures confidentiality, and boosts patient satisfaction through its intuitive design.</p>

Introducing Serpent: The Future of Salesforce DevOps

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Case Study: Transforming Customer Support with Salesforce 🚀

Case Study: Syntilio Platform on the AppExchange