Salesforce Service Cloud

Online and scalable Salesforce Service CRM.

As the Salesforce Customer Success platform continues to grow and innovate, Gauri offers a range of services on this platform including CRM implementation services, product engineering, and support services. 

Service Business Challenges

The cost to acquire a new customer is approximately six times that amount of preserving the relationship with a current customer. The longer the retention the higher the profit.

Service automation provides a more effective and efficient service, thereby providing improved customer experience, engagement, and retention.

Key features of service automation that can be leveraged are:

  • Service Ticket Management
  • Case Management
  • Escalation workflows
  • Agent management
  • Engagement and call-centre automation including predictive dialing
  • Email Response Management Systems (ERMS)
  • Integrated Contract Management
  • Service Level Agreement Management
  • Work schedule Management
  • Field Service Management
  • Customer Self Service
  • Chatbots

Salesforce Service Cloud

Salesforce Service Cloud is a modern, intelligent customer-centric solution; enhancing the service experience by allowing faster than ever resolution of customer issues in an extremely personalised manner.

Powered by Gauri, Service Cloud gives your business data the ultimate representation. Delivering better management of customer information and enabling it to handle issues more effectively.

With AI built right into the framework, benefit from the solution’s capability; gaining smarter insights of your business data.

This exceptional solution delivers:

  • Personalised care – providing customer information on the fly
  • Diversity of channels for case handling & support
  • Centralised console for multi-case administration at once & faster resolution
  • Hawkeye view of your agents’ availability via the Supervisor Console
  • Field Service execution on your fingertips via mobility
  • Extensive knowledge base for customer self-service via communities
  • Integration with back-office applications
  • Comprehensive real-time reporting & analytics etc.

Our years of experience and expertise in CRM provides us with an in-depth understanding of the essentials of a blossoming approach for customer satisfaction and retention.

Putting our customers first, we understand the importance of delivering an effective service. Contact us for a personalised demo designed specifically for your industry and discover how you can benefit from the full potential of our solutions.

Salesforce Field Service Solution

This a key area within Service implementation, mobile, machine learning, and artificial intelligence have been providing many competitive benefits in the areas such as:

  • Field Engineer Management
  • Job scheduling
  • Mobile Field Service with offline scenarios
  • Integration with backend ERP processes like Logistics, Finance, and HR
  • Predictive maintenance

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Key Features

Omni-Channel Ecosystem

  • Pushing the right work to the right agent in real-time
  • Agents don’t pick work arbitrarily – ensuring full productivity and time utilisation
  • Capacity settings to prevent agents from being handed too much work
  • Multi-channel support – Live Agent Chat, Email-to-Case, Web-to-Case, Social Posts, Text messaging, Knowledge Articles, Video chat support etc.
  • Omni APIs for External Routing Integration
  • Sits within Service Console (in Lightning)

Service Console

  • Handling multiple cases on one screen view
  • Instant access to a 360-degree view of the customer for personalised care
  • Prioritisation of cases for faster resolution
  • Integration with Live Agent, Salesforce Knowledgebase & CTI
  • Separate workspace for supervisors (managers) to monitor agents’ current status, availability and capacity in real-time
  • Responsive customised layout

Field Service Lightning

  • Offline-friendly
  • Mobility with Salesforce1 app on iOS and Android
  • Track service delivery in real-time
  • Monitoring of technicians on the field via Dispatcher Console

Salesforce Field Service Lightning

Social Customer Service

  • Social media channel (Facebook/Twitter) integration for creating cases
  • Active engagement with customers on a channel of their choice
  • Listen and respond to cases from all channels at one centralised place
  • Contextual responses based on key customer information

Self-Service Communities

  • A centralised place to find answers and solve cases even quicker by yourself
  • Customisable branding to the respective community
  • Contribute to the community by raising visibility to issues and their resolution
  • High case deflection from agents’ bucket

Service Wave Analytics

  • Comprehensive reporting based on real-time business data
  • Analytics tool for customised and intelligent dashboards
  • Visibility of critical KPIs in one place
  • Integrated in Service Console
Success Stories
CRM Case Studies

Case Study

Discover how Gauri is helping Arco to achieve their digital transformation programme involving a large SAP estate and a complex transition to the Cloud across Sales and Service.

Case Study

Discover how The Entertainer, founded by husband and wife team, Gary and Catherine Grant achieved an integrated multi-channel solution to improve their customer service.

Case Study

Discover how a US based company providing a suite of financial services tools to casinos enabling secure transactions, streamlined card processing and legal compliance.

Case Study

An international organisation with a mission to mobilise a global community of emerging leaders to build the movement for health equity and health equality for all.

Case Study

Marketing cloud implementation for a building material retail organisation in the New Zealand to improve the sales, customer responses and satisfaction.

Case Study

UAE's leading real estate group, delivering luxury residential, commercial and leisure properties needed a state of the art service request management system.

Testimonials

Gauri is a solid partner as they have been through this journey, standing solidly with us through all the ups and downs that a project lifecycle typically goes through. Their deep end-to-end solution knowledge and technical know-how (Salesforce + SAP + Talend) coupled with niche Field Service experience was invaluable. Their ethos and ability to adapt to changing project needs helped us to achieve this milestone jointly in a true partnership.

John Glanville

Chief Information Officer, Groupe Atlantic UK Division

Gauri proved to be a great choice as they had the expert knowledge and supported us at every step on the way. Gauri delivered an initial live system in only 9 weeks.

Michael Johnson

Business Analyst, Stelrad UK

Gauri pulled it together really well. Projects delivered on time and to budget.

Paul Roughley

Director, CMS Distribution UK

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