The Challenge

• The client managed their operations using the old system. They wanted to build a CRM to facilitate easier management and ensure synchronization with global companies
• The process of manually collecting customer requests was in place. The process of assigning customer requests to customer service representatives was not standardized and time-consuming, so the client wanted to automate the process of assigning customer requests to customer service representatives capable of handling those requests accurately
• The client wanted to build a CRM that information about mileage, maintenance histories and the overall state of each bike —wolidflow into Salesforce and combine with CRM data, giving client and its dealers a 360-degree view of every customer and their bikes

The Solution

• Integrated Salesforce Service Cloud with the phone system using Open CTI for direct calls within Salesforce. Queried customer data, displayed information, and created new cases for CS staff.
• Configured web enquiries into cases, set up email to case, and implemented an auto-response rule.
• Configured objects (fields, validation rules), designed page layout, record page, established workflow rules, and created processes using the process builder.
• Configured Omni-channel to automatically assign cases to the right customer service staff.

The Result

• Integrated the phone system with Salesforce, automated customer request handling, and streamlined data management processes significantly improved overall operational efficiency.
• The automated web inquiry processing and efficient workload distribution enhanced the customer experience and response times.
• The configuration of data and automated processes helped minimize errors and has ensured accuracy in request handling.
• Automating case assignments to customer service staff optimized resource allocation and has ensured that each request is routed to the right individual.