Our client was a strategic CRM consulting company that helps a number of large companies with their CRM and Salesforce strategies. They came to Sweet Potato Tec for help with automating their end-to-end support process. What was already there? Well, they had a basic case management system but asked our team to automate the cases coming through via email and their website.
With a combination of automation and customised configuration, we managed to capture detail into specific categories.
The new process met our client’s requirement – to capture and track cases across different parameters.
We created a number of standard and customised reports and dashboards which helped give insights regarding each case and its progress.
We also created a community for the client’s customers so that they could access their own relevant cases.
Key Components:
– Email to case
– Reports
– Dashboards
– Workflows
– Salesforce Community
