Salesforce Streamlining the Support Process, Enhancing Case Threading

Industry:

Financial Technology

Overview:

Streamlining the Support Process, Enhancing Case Threading

Details:

Using Salesforce, SaltClick implemented data-integrity features that enabled sales reps to sort cases by state or country and provided tools to track and report on what email inquiries were coming in. The implementations allowed those on the sales side of Client to view and edit resolution rates, see the number of status changes on a particular case, and determine how long resolution took. For open cases, the new features also informed the service side of the company about whether an inquiry was awaiting a client response or required action on their end.
TBD

Problem:

The primary pain point Client hoped to solve by implementing Salesforce was to automate its manual support workflow, which made it difficult to track individual cases. When users and prospective clients would contact the company through its support feature, the inquiry would be entered into the system. The platform, however, didn’t provide Client’s representatives with any advanced features to track and update individual cases. The inability to view a case’s current status would often result in a lack of clarity in the sales and service departments, and would occasionally cause cases to stall. Neovest desired a better case-threading workflow that enabled its sales and service reps to update and view the status of each case and respond accordingly.

Solution:

To solve Client’s case-threading problem, SaltClick leveraged Salesforce to automate the company’s lead and case workflows. Because Client was already using a third-party software called Aha! to track its inquiries, SaltClick integrated Salesforce with the already-existing platform. This allowed Client to continue using the software with necessary advanced upgrades from Salesforce. Using Salesforce, SaltClick implemented data-integrity features that enabled sales reps to sort cases by state or country and provided tools to track and report on what email inquiries were coming in. The implementations allowed those on the sales side of Client to view and edit resolution rates, see the number of status changes on a particular case, and determine how long resolution took. For open cases, the new features also informed the service side of the company about whether an inquiry was awaiting a client response or required action on their end. In addition to streamlining workflows for both sales and service reps, SaltClick’s implementations enabled Client to add new functionalities to its platform, including an ideas portal that allows clients to submit suggestions that can later be attached to their cases.

Results:

Since adopting SaltClick’s Salesforce solution, Client has reported satisfaction with its more streamlined workflows. Both sales and service representatives are pleased with the new features, informing Client’s primary stakeholder that the implementations have improved their overall communication and ability to manage cases. In particular, the company praised SaltClick for its own effective and helpful communication style. Client saw SaltClick’s willingness to provide regular feedback and updates as they worked as one of the organization’s strengths, especially given the need to integrate Salesforce solutions into already-existing software. The collaborative efforts on both sides made for a painless six-month process that resulted in both parties expressing happiness with the end result

Let's Talk About How We Can Help You.

Contact