39% faster case resolution — unified Sales, Service, CPQ

The challenge

Disconnected systems for sales, service, and customer engagement. Manual case management hindering issue tracking. Failing to meet SLAs.

System complexity

This $100M+ wireless technology manufacturer had completely disconnected systems for sales, service, and customer engagement. Cases were created and managed manually with no integration to Verizon's systems (a key partner/channel). SLA tracking was non-existent — the company was consistently failing to meet service commitments without even knowing it.

The implementation spanned four Salesforce clouds simultaneously (Sales, Service, CPQ, Experience Cloud) with bidirectional case synchronization between Salesforce and Verizon's external systems. Entitlements and milestones had to be configured to match complex contract terms with multiple service tiers per customer.

What we built

• Implemented Sales, Service, CPQ, and Experience Clouds
• Automated case sync between Salesforce and Verizon systems
• SLA tracking with entitlements and milestones

The outcome

• 39% reduction in case resolution time
• 26% increase in customer satisfaction
• Eliminated data silos with seamless integration

Technologies: Sales Cloud, Service Cloud, CPQ, Experience Cloud