Transforming Customer Query Handling with Experience Cloud
Transforming Customer Query Handling with Experience Cloud
Case Details
Industry: FinTech / SaaS
Company Revenue: $1B+
Solutions Implemented: DevRev Integration within Salesforce Experience Cloud
Users: 60,000+
Project Duration: Sep 2025
Delivery Model: Integrated partnership, working as an extension of the client team across the India.
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Business Challenges
- High volume of customer queries reaching agents, leading to increased workload and slower response times.
- Need for a guided, automated support experience to reduce dependency on live agents.
- Requirement to streamline case creation, callback requests, and live agent connections from a single unified interface.
- Integration of a new third-party tool termed as PLuG within the Salesforce Experience Cloud environment.
- Rapid project initiation with limited ramp-up time for the team.
- No prior familiarity with the PLuG (used for interaction between customer and agent), requiring quick adaptation.
Bluvium Solution
- Performed end-to-end QA validation for the PLuG integrated within the Help Center (Experience Cloud and Service Cloud).
- Collaborated closely with the clients for story development, defect resolution, and enhancement cycles.
- Quickly onboarded to the new tool and project with minimal initial guidance.
- Tested full customer support flow: articlerecommendations, case creation, callback requests, and live agent connectivity.
- Provided continuous support to the development team through rapid feedback cycles.
Business Value Delivered
- Reduced agent workload by enabling customers to self-resolve queries through third party team recommendations.
- Ensured only high-value/complex cases reach agents, improving agent efficiency and focus.
- Delivered a stable and tested integration in both alpha and beta phases within tight timelines.
- Demonstrated strong adaptability by transitioning to a new tool and delivering results quickly.
- Supported improved customer experience by ensuring reliability of callback, case creation, and live agent flows.
