Wireless Tech Manufacturing Company
A Wireless Tech Manufacturing Company Enhancing Customer Experience with Salesforce Integrations and Service Cloud Efficiency
Case Details
Industry:
Manufacturing
Company Size:
> $ 100 MM
Solution Implemented:
SF Sales, Service,
CPQ & Experience
# of Users:
100+
Project Duration:
12 weeks
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Business Challenges
- Wireless Tech Manufacturing Company struggled with disconnected systems for sales, service, and customer engagement, leading to inefficiencies in data management and communication.
- Manual case management processes hindered this company’s ability to track and resolve customer issues promptly, resulting in delays and impacting customer satisfaction.
- The absence of streamlined service processes, led to delays in issue resolution and failed to meet service level agreements (SLAs)
Bluvium Solution
- Implemented Salesforce Sales, Service, CPQ, and Experience Clouds to ensure seamless data flow and synchronization of cases, leads, and customer information to provide single source of truth in Salesforce.
- Developed automated processes to create and sync cases between Salesforce and Verizon’s systems, enabling real-time updates and ensuring accurate case management across platforms.
- Implemented Salesforce entitlements and milestones to establish clear service processes and SLAs, improving efficiency in case resolution and enhancing customer satisfaction.
Business Value
- Achieved seamless integration between Salesforce and Verizon’s systems, ensuring a unified customer experience and eliminating data silos.
- Reduced case resolution time by 39% through automated case creation and synchronization, enabling faster issue resolution and improving customer satisfaction.
- Implemented Salesforce entitlements and milestones to enforce SLAs and improve service efficiency, resulting in a 26% increase in customer satisfaction scores.
- Enhanced data accuracy and visibility across systems, enabling better decision making and insights into customer interactions and preferences.
