The customer was a strategic CRM consulting company that serves a number of high-profile clients with their CRM and Salesforce strategies. The requirement was to automate their support process, end to end. They had a basic case management system within Salesforce, but wanted us to automate the cases coming through emails and their websites.
The solution implemented contained a high amount of automation and customized configuration to capture details in specified categories. This new process captured and tracked cases across different parameters as per the Client requirement.
We also created both Standard and Sustom Reports & Dashboard, to report on insights about the cases and their progress.
We also create a community for the client’s customers to access their relevant cases.