Salesforce Service Cloud

Be Smarter. Maximise Customer Satisfaction.

The 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 way.

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
  • Hawk eye 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 specific to your industry and discover how you can benefit from the full potential of our solutions.

Blog: Oncoming era of clouds

A handful of years ago came a furious wind that swayed away the traditional ways of doing business. With it, it brought a giant cloud that marked its territory in the vast sky. The cloud was Salesforce.

Solution 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
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
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
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

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