Client Overview
Industry
Cloud Security & Compliance
Region
United States of America
Company Size
2.5k+ Employees
Featured Solution
Email-to-Case Advance (E2CA)
The Customer
The customer is a leading provider of cloud-based security and compliance solutions in the US. With a global customer base in more than 130 countries, their customers include numerous Forbes Global 100 and Fortune 100 companies. Their cloud platform and integrated apps automatically detect vulnerabilities and misconfigurations across their customers’ hybrid environments. They empower organizations to streamline and integrate their security and compliance solutions in a single platform.
Context
The customer was using Salesforce Service Cloud to manage its support and service operations. However, their service team agents weren’t able to stay on top of their game - simplify case management, respond to comments, and share attachments to deliver a better service experience. They didn’t want to limit their team to Salesforce’s Email-to-Case functionality as it didn’t align with their organizational needs.
Business Challenges
Difficulty in managing and resolving cases efficiently within Salesforce Service Cloud.
Restricted access to relevant information, affecting resolution time and customer satisfaction.
Limitations in responding effectively to customer comments and managing email communications.
Lack of capability to attach multiple files to cases.
Need for a better way to clean and organize case comments for improved clarity.
Challenges in simplifying case management and maintaining productivity.
The Solution
- After understanding the customer’s requirement, we offered our in-house solution – Email-to-Case Advance (E2CA) for Salesforce. The solution has a number of features that met their requirements and could also be customized as per their unique needs.
- With E2C Advance, they could convert emails into cases, add multiple attachments simultaneously, and view all case-related comments on the Case Detail page.
- We enabled the ‘Clean Comment’ functionality, which helped them to only see relevant comments and not the entire trail of email-forwarded replies that Salesforce stores.
- We added a specific customization through which whenever their agents would add any comments, those would be automatically added in pre-defined templates.
- We added the ‘Case and Account’ functionality that ensured if a comment is added on a case, status is updated, or any action takes place on a particular case, an email notification would be sent out to both the case owners – the case and account teams.
- We created a field called ‘Account Watcher’ that gives certain account or case owners an overview of an account and notifies them whenever a case is updated or a comment is added.
- We added a ‘Canned Comments’ functionality so that support reps could add comments used to answer frequently asked questions. Also, users were able to add these comments in the email body and send them to the customer if required.
- When a case is generated, our solution analyzes customer emails, identifies keywords, and finds relevant articles from Salesforce to share them over email with customers. However, they wanted to send articles from a different browser, so we enabled them to connect their SearchAPI with our solution.
- We customized the feed view available in our solution, with filters like ‘Emails’, ‘Public Comments’, and ‘Private Comments’, and even added a color scheme to them.
Business Outcome
Grazitti’s Salesforce aces and the powerful Email-to-Case Advance solution together enabled the customer’s support team to handle cases effectively, provide better support assistance, and improve customer experience. The ‘Canned Comments’ functionality led to an improvement in the overall response time to address customer queries. The pre-defined templates resulted in saving time spent on adding comments, thus improving the overall agent productivity. Additionally, when their end-users created a case, they received informative articles with confirmation emails, which improved customer experience.
Highlights
Successful Implementation of Email to Case Advance Solution
Improved Agent Productivity and Support Experience
Faster Case Resolution
Better Customer Experience
Conclusion
Grazitti’s Email-to-Case Advance enhanced the customer’s Salesforce Service Cloud experience by streamlining case management and boosting agent productivity with features like ‘Canned Comments’ and automated article sharing. Custom tools such as ‘Clean Comment’ and ‘Account Watcher’ improved clarity, resolution speed, and enhanced customer interactions by streamlining workflows. Tailored to their needs, the solution empowered the customer to deliver exceptional service and strengthen their leadership in cloud security and compliance.
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