Case Study: Service Cloud Implementation
Problem:
- High Tech Mfg. Co. needed a robust Case Management and Customer interaction solution
Solution:
- Implemented Service Cloud solution with ‘Email to Case’ and ‘Call to Case’ processes, reminders, escalations and close procedures, etc.
Results:
- Excellent customer service
- Knowledge sharing between CSRs using ‘article publication’ feature
Case Study: Knowledge Base Implementation
Problem:
- High Tech Mfg. Co. needed a robust Knowledge Base management system to create and publish articles for internal and external use
Solution:
- Implemented Salesforce’ Knowledge Base module within Experience Cloud
Results:
- Knowledge sharing has improved Case management and overall efficiency
Case Study: Subscription Billing
Problem:
- High Tech company needed AR invoicing to accommodate subscription billing which may be in monthly, quarterly or bi-annually intervals
Solution:
- Developed custom Invoice creation when Opportunity is closed.
- Integration with ERP ensures only invoices of current open period are interfaced.
Results:
- Better Order-to-Cash processes
- Cost savings as ERP does not need new modules for subscription billing
- Better Customer 360 visibility
- Automate Creation of Invoices when Opportunities are Closed Won
