Developing and Implementing Complex Integrations
Bounteous x Accolite worked with a leading healthcare platform that connects millions of patients in India with thousands of affordable healthcare providers around the country to help people make better healthcare decisions – including finding providers, booking appointments, and ordering medicines online, 24/7.
The client wanted to implement Salesforce Service Cloud on their Sales Cloud instance and needed to migrate from their existing support application, Freshdesk.
They partnered with Bounteous x Accolite to implement Salesforce Service Cloud on their existing Sales Cloud instance making it possible to integrate with their existing business applications and automate new, in-app case creation. The implementation scope included Computer Telephony Integration (CTI), web, email, social media channel integrations, and live agent functionality.
The client’s use of the Salesforce Service Cloud ticketing system has decreased the team’s response time, supported the team’s productivity, and reduced overhead and redundant application subscriptions.
- Digital Experience Strategy
- Product Design, Strategy & Innovation
- Technology Strategy & Advisory
Business Issue
The client’s existing support application, Freshdesk, was expiring and they felt that the application was unable to effectively support their business as they scaled. There were challenges in referring to call logs and capturing notes and necessary information. The client was looking for an efficient solution to best support their customers, taking into account price and process workflows.
The team was already using Salesforce Sales Cloud and managing multiple CRM Platforms was becoming burdensome. The goal of implementing Salesforce Service Cloud was to automate first-response emails, decrease the team’s response time and enhance the customer service team’s overall productivity.
The idea was to leverage the Salesforce Service Console to provide information on customers, current cases, past interactions, and call log information in a single view to decrease response time, enhance customer experience, and improve resolution efficiency. Using a single platform would also eliminate the overhead of managing two separate applications. While this solution was ideal, it presented a unique challenge: integrating existing internal applications.
Solution
Bounteous x Accolite designed and implemented Salesforce Service Cloud to integrate existing applications and accommodate the client’s business needs.
To ensure a smooth transition, we planned the Service Cloud implementation with a single migration. The team developed a custom solution to enable CTI integration and completed the migration from Freshdesk to Salesforce with zero downtime. Not only was there no disruption to the users, but the quick adoption enhanced customer service for the client’s customers in a short amount of time.
Outcomes
Team productivity was enhanced with the addition of an SLA process for using validation rules. By implementing round-robin assignment of tickets, the even distribution and flow of tickets to customer service significantly improved productivity.
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