Service Cloud

Implemented Service Cloud Solution to automate their Cases and survey management.

Challenges

Challenges Faced by the Client in Service Operations Management:

• Lack of a Service Request Management Tool – The client had no dedicated platform to efficiently handle service requests.
• Multiple Business Brands, Separate Data Management – Managing data across two distinct brands created complexity and inefficiencies.
• Need for Customized Multi-Step Surveys – The client required tailored survey designs with multiple steps to gather detailed insights.
• Data Migration Challenges – Critical data had to be seamlessly migrated from OmniDirect and UniCommerce without disruptions.
• Absence of a Unified Information Source – Multiple systems were in use, leading to fragmented data and a lack of centralized visibility.

Solution

To address these challenges, a custom-built solution was implemented:

• A tailored service process was developed to manage service requests efficiently.
• A data segregation system was introduced for both brands, categorizing Contacts, Cases, Orders, and Products separately.
• Different sets of Email-to-Case, Web-to-Case, and Call-to-Case processes were configured with distinct layouts and record types.
• Multi-step surveys were created as per custom requirements.
• Data migration was successfully completed for Cases, Contacts, Orders, and Shipments, ensuring tracking information across various systems.
• A comprehensive Social Media Integration (Social-to-Case) was provided to automate case creation.
• The Case Response Process was automated based on Case Keywords, Brand, and Case Origin.
• Multiple third-party integrations were implemented, including:
• Uni Ware for order and inventory management.
• Ship Rocket for efficient order shipping and tracking.
• Exo Tel for seamless communication and call management.
• Loyalty Lion for loyalty program data.
• Social Media platforms like Instagram, Facebook, and Twitter for enhanced engagement.
• Judge Me for customer reviews and feedback.

Results

The successful implementation of Service Cloud led to significant improvements:

• Enhanced support and service operations.
• Well-organized and distinct data management for both brands.
• Streamlined case creation and management, improving customer engagement.
• Improved order and inventory management through UniWare integration.
• Efficient shipping and tracking via ShipRocket integration.
• Seamless communication and call handling through ExoTel integration.
• Loyalty program data management through LoyaltyLion integration.
• Enhanced social engagement with Instagram, Facebook, and Twitter integrations.

This solution transformed the client’s service operations, enabling efficiency, automation, and better customer interactions.

Challenges

The university faced several challenges in managing student information and operations efficiently:

• Student information was stored at multiple levels instead of a single centralized system.
• No streamlined login provision for students to access their enrolled courses.
• A lack of a dedicated portal to assess student learning and track attendance in person.
• Difficulty in broadcasting notifications to all students and faculty members.
• No 360-degree view of students’ progress, including exams and overall performance.
• No system to update and track minutes or discussions among faculty members regarding student progress.
• Absence of an online payment system for students opting for specific courses.
• No structured ticket-raising mechanism for issues, queries, or suggestions.

Solution

To overcome these challenges, a custom solution was developed using Experience Cloud, tailored for both students and staff:

• A centralized student information system was implemented for better data management.
• Login access was provided to students, enabling them to view and enroll in courses of interest
• Geo-location tracking was introduced for students, allowing them to check-in and check-out of classrooms, ensuring attendance integrity.
• A dedicated portal was developed for student assessments and attendance tracking.
• Multiple processes were designed for students, hostels, staff, and announcements, ensuring real-time information broadcasting.
• A Management Information System (MIS) was integrated to provide stakeholders with comprehensive insights into university operations.
• A native mobile application was launched, enabling access from anywhere.
• Razorpay integration was implemented for seamless online payments for course enrollments.

Results

The implementation of the Experience Cloud solution led to the following benefits:

• Increased efficiency by automating manual processes, boosting university confidence.
• A complete 360-degree view of students, staff, and administrators, along with their payment details.
• A well-designed and user-friendly UI that covers all aspects of the student journey.
• Real-time access to up-to-date student and administrative information, available 24/7.

This solution significantly improved student and staff experience, making university operations more efficient and accessible.

Challenges

The business faced several challenges in managing customer data and processes efficiently:

• The process of capturing customer data was manual, leading to data redundancy.
• No single-screen interface was available to manage customer information seamlessly.
• Lack of automation in customer onboarding, requiring manual intervention after signing the contract at the opportunity level.
• Discount approval processes for services were inefficient and caused delays for business users.
• Region-based pricing was needed, as different regions had unique pricing structures.
• The absence of a contract management system led to delays, client dissatisfaction, and business losses.
• Business processes were not streamlined, resulting in inadequate customer information.

Solution

To address these issues, a custom solution was developed after thoroughly analyzing the business processes:

• A structured customer onboarding process was created to establish a standardized workflow and long-term efficiency. A centralized student information system was implemented for better data management.
• A region-based pricing module was automated to ensure accurate tracking and pricing management.
• A custom discounting engine was developed, ensuring correct and seamless discount approvals.
• Integration with Conga/DocuSign was implemented, enabling automated PDF generation and digital contract signing.
• The taxation process was streamlined to ensure compliance across all customers.

Results

The successful implementation of this solution provided significant business improvements:

• The business team could make faster and more accurate discounting decisions.
• Customer, contract, and service-related information became available 24×7 in real-time.
• A 360-degree view of customers and their contractual information was established, improving service efficiency.
• The application was migrated from Classic to Lightning, enhancing usability and receiving positive feedback from users.

This solution effectively streamlined operations, reduced manual work, and improved overall customer experience.

Challenges

The organization faced several challenges in managing their Service Cloud implementation and customer support:

• Lack of support services for the Service Cloud implementation.
• No location-based visibility of customer cases being created.
• Inability to send customized surveys to customers and track their feedback.
• Daily L1 and L2 support issues affecting team productivity.
• The system was not in sync with other platforms integrated with Salesforce.
• Need for Lead Management System implementation on Salesforce based on business processes.
• Requirement for a Loan Management System implementation on Salesforce.

Solution

To address these challenges, a comprehensive support and optimization plan was implemented:

• Deployed a dedicated support team to manage and resolve L3 and L4 tickets raised by the HDFC team.
• Defined SLAs (Service Level Agreements) for efficient resolution of L3 and L4 tickets
• Introduced automated services to reduce the number of L1 & L2 tickets for Salesforce users.
• Established daily monitoring to maintain a smooth workflow and prevent system disruptions.
• Improved system integration to ensure seamless data synchronization between different platforms, resolving errors proactively.
• Optimized the Salesforce instance to enhance system performance and maintain overall health.
• Collaborated with business teams to understand new requirements and design optimized solutions for Lead and Loan Management Systems.

Results

The successful implementation of these solutions resulted in:

• A significant reduction in L1 & L2 tickets for HDFC users.
• Faster case resolution, improving customer service efficiency.
• Better customer satisfaction due to positive survey feedback.
• Increased user productivity by providing all necessary information on a single screen.
• Enhanced visibility for management regarding ongoing issues and resolutions.
• Reduced processing time for loan applications, improving overall efficiency.

This initiative streamlined operations, reduced manual effort, and improved customer and business user experience.

Challenges

The organization faced multiple challenges in providing efficient post-loan disbursement support through Salesforce Service Cloud:

• Need for support services after loan disbursement.
• Customers had various complaints, queries, and requests, requiring systematic handling.
• Ensuring that every support case was assigned to the correct team and resolved within a given timeframe.
• A large number of support users required access only to customer loan and complaint data, not the entire Salesforce system.
• The support services involved frequent changes to dynamic data, necessitating a configuration-level solution for easy updates by admin users.

Solution

A structured and automated support system was implemented to streamline the process:

• Optimized support services to ensure all necessary information was available for resolving customer complaints and queries efficiently.
• Automated case assignment to the appropriate teams using workflow automation.
• Implemented milestone tracking and Turnaround Time (TAT) monitoring through automation to ensure timely case resolution.
• Archived unnecessary data and implemented batch processes to remove unused information, improving system performance.
• Enabled Experience Cloud and restricted user access to only relevant support services and objects, ensuring better data security.
• Designed a generic and reusable solution using configuration-level features like screen flows and record-triggered flows instead of custom triggers, making it easier for admin users to update configurations.

Results

The implemented solution led to several key improvements:

• Smoother and faster support case closure, improving customer satisfaction.
• Cost reduction by utilizing Experience Cloud user licenses, which are more affordable than internal Salesforce user licenses.
• Easier management of dynamic data, allowing business users to add or remove configuration data without technical assistance.
• Increased customer confidence through automation, reducing manual intervention and enhancing efficiency with Service Cloud’s inbuilt features.

This solution streamlined the support process, reduced operational costs, and improved overall service efficiency.