Service cloud

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  • Industry: Telecommunications
  • Location: New York City, USA
  • Size: : 500+

Client Introduction

Our client, a leading telecommunications provider based in New York City, aimed to enhance its customer support capabilities to deliver exceptional service experiences. With a growing customer base and increasing service requests, they sought a solution to streamline support processes and improve agent productivity.

Challenges Faced

  • 1.High Volume of Service Requests : Growing customer base led to a surge in service requests, overwhelming existing support systems.
  • 2. Inefficient Case Management: Manual case routing and lack of automation resulted in delays and inconsistent service delivery..
  • 3.Limited Mobile Support: Field technicians lacked real-time access to customer data and service history, hampering on-site resolution..

Our Sollution

  • 1. Service Cloud Implementation : Deployed Salesforce Service Cloud to centralize customer service operations and automate case management processes.
  • 2. Custom Case Routing : Designed and implemented custom case routing rules to ensure timely and efficient resolution of service requests.
  • 3. Mobile Field Service Solution : Integrated Salesforce Field Service Cloud to empower field technicians with real-time access to customer data, service history, and on-site support tools.

Results Achieved:

  • 1. Improved Service Efficiency : Automated case management and custom routing reduced resolution times by 40%, enhancing overall service efficiency.
  • 2.Enhanced Customer Experience: Centralized customer data and real-time support capabilities led to a 20% increase in customer satisfaction ratings.
  • 3.Optimized Field Operations:Mobile field service solution improved technician productivity and first-time fix rates, resulting in faster issue resolution and reduced downtime.

“The implementation of Salesforce Service Cloud by Hi5 Cloud has revolutionized our customer support operations. We now deliver faster, more personalized service experiences, driving higher satisfaction and loyalty among our customers.”

– Sarah Johnson, Head of Customer Support