Take a moment and think from a customer’s perspective: what exactly do they go through when they contact your support team for any assistance? Are they able to connect quickly with a chatbot, or do they wish to seek assistance from an agent? Do they need to send an email to connect with an agent? Well, if you’re keeping them waiting or making them send you emails consistently, then that’s probably because your case management system is not as strong as it’s supposed to be. If this got you thinking, Salesforce Service Cloud implementation is something that will get you out of this vicious cycle.
You need to realize this fact that the way you manage your cases is one of the deciding factors if you’re making or breaking customer relationships. That’s where you need to make sure your case management is streamlined, enabling your support teams to handle cases faster and reach customer satisfaction. That’s something Salesforce Service Cloud enables you to do.
How Can An Efficient Case Management System Help You?
Now, the question is how exactly an efficient case management system is going to help you. We’ve accumulated some points that will provide you with a clear picture.
1. Provide a single view of customer data
All customers are concerned about how fast the customer service team is responding to them. When the team has everything they need at their fingertips, it enables them to understand customer queries faster and respond to them quickly. This helps to ensure that customers achieve a consistent experience.
2. Enable reaching out to customers on their preferred channel
Customers are everywhere. Whether it is on email or different social media channels, you need to know which channel customers prefer for interaction. That’s where a Salesforce Service Cloud consultant helps support agents to track the preferred channel for customer interaction so they can use the same and connect faster and more efficiently.
3. Support self-service features
Not every time customers want to connect with agents. Sometimes, they prefer solving their issues by themselves. That’s where providing self-service options to customers can be of great help. With Salesforce Service Cloud implementation, teams can provide customers with FAQs and knowledge base articles through which customers can resolve their minor issues without having to wait for an agent. This would ultimately help in managing and resolving cases faster without any queries stacking up.
4. Provide customized lifecycle of support cases
When you are handling case management with Service Cloud, it allows you to personalize the lifecycle of each case so you can meet your goals. It even allows you to customize workflows according to different activities and set milestones to achieve them. This enables agents to keep track of what they’ve achieved and what more they need to work on.
What We Did For Our Client
One of our esteemed clients, Club Mahindra, was facing challenges in handling their incoming service requests and needed a streamlined way to manage their support cases.
Mahindra Holidays & Resorts India Ltd. (MHRIL), a renowned part of the Leisure and Hospitality sector of the Mahindra Group, provides top quality family holidays through vacation ownership memberships.
Challenges they faced
The team was in need of a solution/service provider to implement Salesforce CRM to leverage the features of Salesforce Service Cloud implementation. Their requirement was to replace their current CRM with the expectation of increasing efficiency and smooth data management.
The different teams were involved with working across multiple systems, due to which the data was managed separately on different platforms. This made it difficult for them to keep track of everything and access the data when needed. This issue ultimately led to the increase of the TAT to close any activity, thus causing delays.
The data in silos was causing slow search and discovery, which was directly affecting case resolutions and service responses. In addition to this, they even lacked knowledge bases to support self-help.
Working with disparate and siloed data storage caused a lot of redundant and error-prone querying and updates across similar case records, thus adding to the troubles.
How we helped
We conducted Salesforce Service Cloud implementation to enable the team to deliver service to every customer on time and give a 360-degree view to the customer. We also created knowledge management articles for users.
We integrated all their existing systems with Salesforce CRM using AppExchange apps and APIs available. This helped to centralize the data to make sure everything was available at once when required, making it feasible for the team to use one system instead of switching between multiple systems.
With the Salesforce implementation, we were able to enable skill-based omnichannel routing to handle cases from various entities automatically and send them to specific teams (queues). Cases automatically got deflected to the next queues.
Reported outcomes
Here’s what we’ve achieved with Service Cloud implementation:
– Service Cloud implementation personalized the experience and helped with detailed information at every step. Configuration prioritized the cases based on priorities and monitored customers’ needs.
– Improved response times, average handling times, and resolution times. This also helped with controlled access to data.
– Accelerated case-creation, routing, and cloud-hosted record access for better case resolution numbers and lowered ticket debt.
– Unified console access to cases meant faster record search & discovery and case qualification streamlined queuing.
– Excessive, time-consuming navigation, toggling, and page loads were also reduced.
Manage Your Support Cases Faster with Salesforce Service Cloud Implementation
Businesses are all about how efficiently they are able to cater to their customers’ requests and queries. Service teams remain the front face of any business, and the way they interact with customers would decide the customer satisfaction level. So, it is highly necessary that support teams should have an efficient case management system to handle customer inquiries. And that’s something a Salesforce Service Cloud consultant makes possible.
We’ve helped multiple clients leverage the best of Service Cloud and boost their customer satisfaction results. You could be the next one. Contact us and get in touch with our certified Salesforce experts, who could help you improve your customer service charts.
Siddharth Sehgal
CEO
Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.
Quiz Time
Which of these features Salesforce supports to improve case management?
a). Self-service features
b). Personalized marketing
c). Lead management
d). None of these
Show Answer: a) Self-service features
FAQs
How does Salesforce improve case management for support agents?
Salesforce provides a centralized platform for managing customer cases, including tracking, prioritizing, and resolving issues. This allows support agents to have a complete view of each case and ensures that nothing falls through the cracks.
Salesforce provides omni-channel support, allowing customers to reach out for help through multiple channels, such as email, phone, chat, and social media. This enables support agents to manage cases more effectively and provide timely responses.
What are the key features of Salesforce that improve case management?
Key features of Salesforce that improve case management include:
- Case Routing: Salesforce allows cases to be automatically routed to the appropriate support agent based on predefined rules, such as skill level or case type, ensuring that each case is handled by the right person.
- Case Escalation: Salesforce provides tools to escalate cases that require additional attention, such as those that are overdue or high-priority, ensuring that critical issues are addressed promptly.
- Case Comments: Salesforce allows support agents to add comments to cases, providing a history of interactions and ensuring that all relevant information is captured.
- Knowledge Base: Salesforce’s knowledge base allows support agents to access articles, FAQs, and other resources to help them resolve cases more quickly and accurately.