Technology Stack
Experience Cloud, Service Cloud
Project team
Salesforce Developers, Solution Architect, UI/UX Designer and Quality Assurance Engineers
Location
UK
Industry
Fintech
The Client
The company is a global leader in financial software, offering one of the most comprehensive portfolios of solutions for retail banking, transaction banking, lending, and treasury capital markets.
“
I highly recommend the implementation team. The project was done on time, and within budget, and the results have been great. Their Salesforce expertise and attention to detail were impressive. They took the time to understand our business and our goals, and then developed a customized solution that met our needs.
The Challenge: Case Creation, Data Quality and Case Resolution Time
According to Salesforce researches, 81% of customers expect faster and streamlined service as technology advances. However, customers often feel frustrated when faced with unclear or excessive fields to fill during Case submission.
This frustration leads to incomplete or unclear information, causing delays in Case resolution and requiring support agents to spend significant time clarifying issues.
Additionally, the absence of standardized, product-specific data complicates prioritization and extends resolution times.
This frustration leads to incomplete or unclear information, causing delays in Case resolution and requiring support agents to spend significant time clarifying issues.
Additionally, the absence of standardized, product-specific data complicates prioritization and extends resolution times.
The Solution
| Case Creation Journey Tapping into the capabilities of Salesforce, we introduced the Case Creation Journey—a streamlined, guided process designed to enhance the Case submission experience and optimize resolution efficiency. The Case Creation Journey leverages Salesforce's extensive functionalities to address specific scenarios, simplifying the submission process while ensuring higher data accuracy and consistency. By automating key steps, it reduces manual intervention, minimizes errors, and accelerates Case resolution times. Users can intuitively navigate the guided process, reducing the learning curve and enhancing productivity |
Key Features
Interactive Survey
A dynamic survey collects precise issue details through tailored questions, ensuring consistency and clarity in collected information by standardizing the submission process.
Scenario-Based Case Creation Workflows
Intelligent workflows with pre-configured fields are designed for specific scenarios to ensure critical data is captured, streamlining the Case submission process to save time and maintain data quality.
Accessibility
Fully integrated into the Case Management page for ease of use and accessible via “Quick Links for Specific Scenarios,” enabling users to find and submit relevant Cases quickly.
A dynamic survey collects precise issue details through tailored questions, ensuring consistency and clarity in collected information by standardizing the submission process.
Scenario-Based Case Creation Workflows
Intelligent workflows with pre-configured fields are designed for specific scenarios to ensure critical data is captured, streamlining the Case submission process to save time and maintain data quality.
Accessibility
Fully integrated into the Case Management page for ease of use and accessible via “Quick Links for Specific Scenarios,” enabling users to find and submit relevant Cases quickly.
| Case Creation Journey for Perfect Case Management This approach transforms Case management, enabling teams to deliver faster, more effective service while maintaining the highest standards of data quality and user satisfaction. |
Results
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Improved Case Quality and AccuracyCases are complete, relevant, and accurate information. It eliminates the need for support agents to chase customers for additional details. -
Faster Case Resolution TimeAgents receive all necessary details at submission, enabling immediate action. Improved data quality enhances routing, ensuring Cases reach the right department promptly. -
Enhanced Customer SatisfactionCustomers experience smoother, more intuitive support interactions. Faster and more accurate resolutions reduce frustration and increase satisfaction. -
Decreased Support CostsStreamlined processes and reduced handling times lower operational costs. Fewer escalations and misrouted Cases reduce wasted effort. -
Scalability and flexibilityLeveraging Salesforce's scalable architecture, the solution was designed to easily adapt to future client’s growth and the changing needs of customers.
Summary
The Case Creation Journey redefines the support process, bridging the gap between customer articulation and effective issue resolution.
By empowering customers to provide accurate details and streamlining Case handling for support teams, the solution achieved its objectives of enhanced efficiency and customer satisfaction.
This approach showcases how Salesforce can exceed standard functionality by addressing customer needs with custom solutions.
By empowering customers to provide accurate details and streamlining Case handling for support teams, the solution achieved its objectives of enhanced efficiency and customer satisfaction.
This approach showcases how Salesforce can exceed standard functionality by addressing customer needs with custom solutions.
