Client Overview

$20 Billion Fortune Global 500 Company specializing in energy management and automation solutions with operations with more than 100,000 employees in 120 countries

Business Need

To automate customer service processes, streamlined business processes and be able to surface key articles, topics, and experts to transform the agent experience

Technical Challenge

Number, variety and complexity of customer/ partner request servicing

Key Features

  • Custom Salesforce Service Cloud solution to facilitate execution & monitoring of cases initiated from customers
  • Integrated & dynamic CRM solution with content collaboration and case management features
  • Custom reports & dashboards containing key operational metrics aligned with business priorities (Service Console)
  • Complex workflows, validation rules and reusable custom objects as per specific business requirements
  • User Base: 500 (Internal Users) including all business units

Salesforce Functionalities

  • Answers & Ideas
  • Social Service, Communities for Service
  • Asset/ Knowledge Management
  • Partner Service Collaboration
  • Web 2Case
  • Service Cloud Console
  • Case, Activities Management
  • CTI Integration
  • Contracts & Entitlements
  • Call Scripting, Live Agent Chat
  • Solution Management

Benefits

  • 3600 customer view for smarter, faster and personalized services
  • Easy management of complex workflows