Overview
Industry
Cloud Data Management & Cybersecurity
Region
Global
Company Size
Enterprise
Featured Solution
Email-to-Case Advance (E2CA)
The Customer
The customer is a leading cloud data management and cybersecurity company that helps organizations protect enterprise, cloud, and SaaS data. Their portfolio includes secure backup, cyber recovery, data threat analytics, and data security posture solutions that minimize business risk while ensuring continuous data protection.
Context
The customer relied on Salesforce Service Cloud to streamline support operations. However, they also depended on a third-party case management solution that came with high maintenance costs, limited configurability, and restricted access for support teams.
As their support operations scaled, these limitations began affecting operational efficiency and increasing support costs. The customer wanted a configurable, cost-effective alternative that could seamlessly integrate with Salesforce while improving agent productivity.
Business Challenges
High Operational Costs
The existing third-party solution required significant maintenance investment, increasing the overall cost of support operations.
Limited Flexibility
The platform offered limited customization capabilities, making it difficult to adapt workflows to changing business requirements.
Inefficient Case Collaboration
Support teams lacked an intuitive way to manage drafts, internal discussions, case history, and recipient management within Salesforce.
Reduced Agent Productivity
Manual case handling processes increased turnaround time and slowed customer issue resolution.
The Solution
After assessing the customer’s requirements, Grazitti implemented and customized Email-to-Case Advance (E2CA) to align with their support workflows.
Key capabilities included:
- Unified Case Collaboration
Public and private case comments were enabled for better internal and external collaboration.
- Draft Management
Draft creation and scheduled draft management were provided with complete visibility from the Case Comment page.
- Complete Conversation Context
Case history tracking was provided to give agents complete conversation context.
- Configurable Case Summary
Personalized Case Summary and Case Fields were configured to allow users to define relevant information.
- Recipient Auto-Suggestions
Intelligent recipient auto-suggestions were enabled across To, CC, BCC, Watchers, and Case Team members.
- Advanced Comment Search
Advanced search was enabled across all comment types and communication channels.
- Case Team Management
Case team management was simplified directly from the Case Comment page.
- Configurable Case Creation
Case creation was configured with recipient exclusion rules to prevent unintended email communication.
- Comment Pagination
Pagination was implemented for efficient comment management.
- Comment Preview & History
Public and private comments could be previewed, edited, and deleted while immutable history and draft records were maintained.
Business Outcome
The implementation of Email-to-Case Advance transformed the customer's support operations by replacing a high-maintenance third-party case management solution with a configurable solution built natively on Salesforce. Enhanced collaboration, streamlined case management, centralized communication, and reduced manual effort enabled support teams to work more efficiently while lowering operational costs. These improvements resulted in faster case handling, improved agent productivity, and a more scalable support environment.
Highlights
30% improvement in agent case management
15% reduction in turnaround time
Faster case resolution with reduced operational costs
Increased customer satisfaction and retention
Conclusion
By replacing an expensive third-party application with Grazitti's configurable Email-to-Case Advance solution, the customer modernized its Salesforce support operations without increasing complexity. Features such as Case Teams, Public & Private Comments, Draft Management, History Tracking, and intelligent recipient management empowered agents to resolve cases faster while delivering a more consistent customer experience. The result was a scalable, future-ready support solution that reduced costs and improved overall service efficiency.
