Case Studies

PROJECT BACKGROUND

Enabling new business models and world class customer service experience for a Fleet Management company

INDUSTRY: Manufacturing

LOCATION: Lorem Ipsum

Technical Architecture

  •     Salesforce Sales Cloud
  •     Salesforce Communities
  •     Salesforce Service Cloud
  •     Salesforce Live Chat Agent
  •     FreshDesk for Knowledge Management
  •     NetSuite ERP system for Finance and Order Management

CloudPaths was brought in to improve customer support desk productivity. In addition, the clients business strategy included building a channel driven sales model in addition to their existing direct sales model.

Service Cloud enhance Customer Experience and Case Management Productivity

CloudPaths reviewed the existing case management workflows and processes for SLA management and knowledge management. CloudPaths integrated clients existing Knowledge Management system into case management screens, improved SLA management workflows and notifications. CloudPaths also helped the client rollout Live Agent support to enhance customer self service.

Partner Communities to drive revenue growth

CloudPaths architected and designed a Partner Community experience for the clients channel partners. The Partner Community enables full lifecycle partner management including onboarding, training, marketing, lead capture and allocation, pipeline management and third party customer support.

Capabilities Delivered

  •     Rollout of Partner Communities Portal for Channel Sales
  •     Org design and team enablement to support for Channel business model
  •     Capability to onboard new Channel Partners through “Community Member Onboarding”
  •     Rapid response to leads through integration with HubSpot and notifications
  •     Customized Community Portal for Azuga branding and design language
  •     Migrated to Service Cloud with 100,000 historical attachments from Zoho to Service Cloud
  •     Enabled monetization of Services through Service Leads and Opportunities
  •     Lead management and de-duplication of leads for Partner Users
  •     Integrated FreshDesk Knowledge Management with Community Portal for Partner Self Service
  •     Custom reports and Dashboards for Partners and Partner Management
  •     Self paced training for partners through videos and collaterals
  •     Complex programming for better SLA Management through triggers, notifications and escalation rules m
  •     Complex programming for better SLA Management through triggers, notifications and escalation rules m
  •     Automated case status updates to customers
  •     Integrated Salesforce Live Agent support with clients web portal
  •     Customized Pre-Chat form to query existing cases for improved agent productivity
  •     Change Management, training and rollout