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: They urgently needed a platform to serve as a single source of truth for case management and business contact interactions. The current systems were fragmented, leading to inefficiencies and data silos.
- Service level agreement (SLA) overview: An overview of SLAs and a tracking mechanism for cases from creation to resolution, across multiple service channels, was crucial. This ensured accountability and transparency in operations.
- Feedback mechanism: They needed a way to request feedback within the same CRM platform after case closure. This feedback was vital for continuous improvement and ensuring service excellence.
The Solution
To solve these challenges, we delivered a comprehensive solution:
- Centralized system for 360-visibility: We implemented a centralized system that provided complete visibility of contacts and segmentation from various sources. Accessible via both browser and mobile app, this ensured seamless access and usability.
- Service cloud integration: We integrated a service cloud on the existing sales cloud platform. This included robust case management, omni-channel support, survey capabilities, and comprehensive reporting functions.
- Automated case tracking: The new platform allowed for automated case tracking through channels such as web forms and emails. This automation covered the entire case lifecycle, from creation to resolution, streamlining processes and improving efficiency.
- Performance reporting: The system now generates detailed reports and dashboards on officers’ performance based on SLA metrics. This provides a full view of case progress, enabling better performance monitoring and management.
Achievements Unveiled
The new platform led to several notable achievements:
- Enhanced data integration: The centralized system eliminated data silos, ensuring all interactions and case information were unified and accessible in one place.
- Improved case resolution: Tracking cases across multiple channels and automating workflows resulted in faster and more efficient resolutions.
- Increased accountability and transparency: Detailed reports and dashboards provided clear visibility into performance metrics, boosting accountability and transparency.
- Real-time service feedback: The integrated feedback mechanism allowed for real-time input on services rendered, driving continuous improvement.
The Outcome
Ultimately, the new platform transformed how our client manages business interactions and case management. They now benefit from a reliable, efficient, and user-friendly system. As a result, their mission to enhance SEA’s position as a global business center is supported by significant improvements in case management, performance tracking, and feedback collection. Consequently, these advancements have boosted their operational efficiency and service quality.
Curious about VISEO’s partnership with Salesforce and our impactful projects across Asia? Reach out today here or contact Zyron Goh, our Customer Experience director, and let’s start a conversation!
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