Transforming Customer Support Operations for an International Industrial Equipment Manufacturer

Driving Customer Success

Cloud
Sales Cloud
Service Cloud

Engagement
Discovery & Design
Implementation

Project Timeline
6 weeks

Challenge

Our client is a privately owned, fully integrated, international manufacturer and distributor of industrial, construction and automotive equipment designed for professional users. The company’s growth is driven by its strong, healthy and admired brands focused on innovation and continuous improvement. 

With an extensive Salesforce implementation, the client turned to TruSummit Solutions for guidance on a very specific need: the assessment and redesign of its case management process. The client was experiencing pain points around case creation, which was often in triplicate, management of cases across disparate systems, and the dispositioning of cases, which often varied by agent or channel. Some of the client’s most significant challenges included: 

  • Duplicate Case Creation: Multiple cases were being created for the same issue when customers engaged via different channels (email, phone, portal). 
  • Swivel-Chair Syndrome: Agents were forced to navigate between multiple systems to gather information, slowing resolution times. 
  • Inconsistent Customer Experience: Case handling varied from agent to agent, leading to irregular customer support quality. 
  • Siloed Knowledge: Critical information resided in individual agents’ minds or personal documents, preventing team-wide access and efficiency. 

Recognizing its Salesforce implementation was underutilized, the client ultimately sought to transform Salesforce from what was essentially a static Rolodex to a comprehensive, intelligent, and scalable customer support platform. 

Solution

TruSummit Solutions partnered with the client for a comprehensive Design and Discovery engagement with the goal to reimagine their case management processes for the Customer Care team. Over the course of six weeks, TruSummit met with multiple key stakeholders across the client’s Customer Care and IT teams. 

The design and discovery process dove into the client’s current workflows, eyeing opportunities to reduce duplication, enhance orchestration and ensure that all cases – regardless of entry point – were treated as a single entity. The TruSummit team also explored the client’s Genesys telephony integrations and the possibilities for enhancement or optimization via Salesforce Omnichannel. Additional focuses for the design and discovery included identifying knowledge silos and roadmapping a path to an AI-driven future of a centralized knowledgebase and intelligent case handling. 

Outcomes

Following the discovery and design sessions, TruSummit defined an approach that would enable the client to leverage the adaptive and intelligent tooling that Salesforce provides to further optimize the customer experience and increase the time to resolution.

Key initiatives of this approach included: 

  • MIAW Implementation: Transitioning from legacy Salesforce Live Chat to Messaging for In-App and Web (MIAW), enabling seamless customer interactions with customer service epresentatives directly through the website. 
  • Einstein for Service Migration: Providing expert guidance on effectively leveraging Einstein for Service to enhance automation and decision-making. 
  • Laying the Groundwork for AI-Driven Agents: Establishing a foundation for future AI-powered agent enhancements. 

The outcomes of this project include a more intuitive Salesforce experience that empowers users to manage cases efficiently. Through enhanced UI, guided actions, and streamlined processes, the Salesforce platform becomes an accelerator – not an impedimentto the client’s Customer Care success.

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