How did we help our Public Sector client to connect apps and create a unified customer profile in SEA thanks to Salesforce Service Cloud?
In Southeast Asia where business and innovation converge, our client, a lead government agency responsible for planning and executing strategies to enhance their position as a global business center, faced a significant challenge. To maintain and bolster their status on the global stage, they needed a robust platform to manage their interactions with business contacts effectively. Here’s a detailed account of how we collaborated to overcome this challenge and achieve remarkable results.
The Challenge
Our client faced several critical issues:
- Single Source of Truth: There was a pressing need for a platform that could serve as a single source of truth for case management and interactions with related business contacts. The current systems were fragmented, leading to inefficiencies and data silos.
- Service Level Agreement (SLA) Overview: They required an overview of the SLA and a mechanism to track cases from creation to resolution across multiple service channels. This was essential to ensure accountability and transparency in their operations.
- Feedback Mechanism: There was a necessity to request feedback on the services rendered upon case closure within the same Customer Relationship Management (CRM) platform. This feedback was crucial for continuous improvement and service excellence.
The Solution
To address these challenges, we delivered a comprehensive solution:
- Centralized System for 360-Visibility: We implemented a centralized system that provided a 360-degree visibility of contacts and segmentation from different sources. This system was accessible via both browser and mobile app, ensuring seamless access and usability.
- Service Cloud Implementation: We integrated a service cloud implementation on the existing sales cloud platform. This included robust case management, omni-channel support, survey capabilities, and comprehensive reporting functionalities.
- Automated Case Tracking: The platform was equipped with the capability to track cases from automated channels such as web forms and emails, from creation to resolution. This automation streamlined processes and improved efficiency.
- Performance Reporting: The new system could generate detailed reports and dashboards on the officers’ performance based on SLA metrics, providing a 360-view on the cases. This enabled better monitoring and management of performance.
Achievements Unveiled
With the implementation of the new platform, our client experienced several significant achievements:
- Enhanced Data Integration: The centralized system eliminated data silos, ensuring that all interactions and case information were integrated and accessible in one place.
- Improved Case Resolution: The ability to track cases across multiple channels and automate workflows led to faster and more efficient case resolution.
- Accountability and Transparency: The detailed reporting and dashboards provided clear visibility into performance metrics, enhancing accountability and transparency.
- Better Service Feedback: The integrated feedback mechanism allowed for real-time feedback on services rendered, enabling continuous improvement.
The Outcome
The implementation of the new platform transformed the way our client managed their business interactions and case management processes. They now have a reliable, efficient, and user-friendly system that supports their mission to enhance SEA’s position as a global business centre. The improvements in case management, performance tracking, and feedback collection have significantly boosted their operational efficiency and service quality.
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