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Success Stories/
Service Cloud Implementation + Data Migration

Unified Customer 360

Service Cloud Implementation + Data Migration

Unified six legacy systems into Service Cloud, enhancing support, productivity, and retention.

Service Cloud Implementation + Data Migration

Business Problems

  • Managing customer data across six legacy systems (Oracle EBS, JIRA, acquired company’s Salesforce orgs) ​

  • Duplicate data ​

  • Accuracy concerns ​

  • Different, inefficient Client engagement, customer support in each of 6 systems ​

  • Maintenance burden ​

  • Lack of Customer 360 view ​

  • Lot of scope for better customer service

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Solutions

  • Migrated six legacy systems to Salesforce Service Cloud ​

  • Migrated historical data ​

  • Added Live Chat, SLA management, entitlements ​

  • Omni channel ​

  • Streamlined Case management ​

  • Implemented a knowledge repository ​

  • Integrated Salesforce with Google map ​

  • Built Self service portal for customers ​

  • Enhanced Security

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Benefits

  • Empowered Customers​

  • Decreased volume of incoming support calls and tickets ​

  • Multiple communication channels

  • Improved user experience

  • Enhanced customer satisfaction

  • Improved support team productivity

  • Boosted Revenue

  • Happy customers with higher retention

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