Client offers family-centered therapy, life skills training, equipment, and support to people with physical and neurological disabilities, as well as to their families.
Challenges
The Organization was facing several challenges in their case management system, including:
Customer’s existing system, Manage Engine, lacked the efficiency and flexibility
They needed a seamless process to create tickets from web and email channels, ensuring timely response and resolution
The assignment and transfer of tickets were cumbersome, leading to delays and potential service gaps
Required seamless integration with internal systems, particularly Active Directory, to streamline operations
The transition from Manage Engine to Salesforce Service Cloud necessitated a smooth and accurate data migration process
Solutions
To address these challenges, the Company decided to implement Salesforce Service Cloud for case management:
We replaced Manage Engine with Salesforce Service Cloud, enabling streamlined case management
Tickets could now be created effortlessly through multiple channels like web forms and emails
With Service Cloud, Automated assignment rules were set up, ensuring cases were routed with precision to the right users, groups, or queues
Tailored entitlement processes were established, meticulously managing Service Level Agreements (SLAs) aligning with business requirements
Configured customized flows, email templates, Notifications and Knowledge management for more effective case resolution
Integrated the web forms with Active Directory, ensuring a unified authentication process and enhancing user experience
Benefits
Centralized Management of all case-related information, making it easier for employees to support clients
14% reduction in case backlog with Automated case categorization and assignment
17% reduction in response times with Knowledge Articles and Process Automations
21% reduction in average case resolution times, ensuring cases were addressed within defined SLA timeframes
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