4i apps has provided biometric support to the global manufacturing company through Salesforce solutions.

In the quest to optimize service operations, a leading company sought to streamline customer interactions and automate essential tasks. To achieve this, they turned to Salesforce for an advanced service automation solution with a primary focus on email automation.

Overview:

Collaboration with 4i apps solutions led to significant improvements in customer support, user experience, and operational efficiency. By leveraging innovative solutions and POC, the client continues to uphold its position as an industry leader, dedicated to meeting customer needs with excellence.

Solution Provided

Email Automation:

Scenario 1: Case Automation – Automated status updates and email notifications were implemented to address unattended cases and prompt customer response.

Scenario 2: Custom Escalation – Escalated cases triggered periodic emails to support agents for timely attention.

Barcode Scanner Integration:

A Proof-of-Concept for a Barcode Scanning lightning component enhanced platform usability.

Setting up Default Email Address:

Support agents’ default email address was streamlined to techsupport@xxx.com with BCC to tsg@xxx.com, enabling effective communication.

Configuring Email to Case:

Customer replies to support agents’ emails were threaded within the existing case, avoiding new case creation for better case management.

Knowledge Base Integration:

A Knowledge Articles search component on the case record page allowed easy access to relevant articles during case resolution.

Knowledge Article Sharing via Email enabled agents to provide self-help options to customers.

A dedicated Service Portal Component facilitated effortless access to the knowledge base for customers.

Client users were granted publishing access to maintain and update the knowledge base.

Self-Registration Page:

A visually appealing self-registration page enabled customers to request account creation through the service portal, with email automation for prompt agent notifications.

Reports:

A comprehensive demo on creating reports facilitated data-driven decision-making for better insights and analysis.

Proof-of-Concepts (POCs):

Successful POCs for CTI integration with external call centre apps and Barcode Scanning Lightning Component showcased innovative capabilities.

Key Benefits:

Improved Customer Support: Streamlined email automation and knowledge base integration enhanced customer support, resolving cases more efficiently.

Enhanced User Experience: The Service Portal Component and self-registration page empowered users with easy access to information and account creation.

Operational Efficiency: Barcode scanner integration, reports, and POCs streamlined operations, enabling data-driven decisions, and enhancing customer interactions.