L3 support takeover — chatbot + DevOps automation

The challenge

Multiple contractors with limited coordination. Chatbots needed critical enhancements. No QA/DevOps automation tools. Limited stakeholder trust in IT.

System complexity

A $1.5B publicly listed fintech needed to restructure its entire Salesforce support operations. Multiple contractors with limited coordination had created fragmentation. The company needed structured L3 support, critical chatbot enhancements, and QA/DevOps automation — all while rebuilding stakeholder trust in IT's ability to deliver.

Bluvium took over L3 support operations, implemented dashboard-driven SLA and root cause analysis tracking, scaled the team for a business-critical chatbot project, and recommended and implemented QA and DevOps automation tools — establishing a structured engagement model from scratch.

What we built

• Took over L3 support operations with dashboard-driven SLA tracking
• Enhanced chatbot capabilities for higher self-service rates
• Recommended and implemented QA and DevOps automation
• Established structured engagement model

The outcome

• Efficient L3 support with reduced system issues
• Higher self-service rates via enhanced chatbots
• Faster deployments with better software quality

Technologies: Service Cloud, Experience Cloud, Chatbots, DevOps