Extended Managed Support on Salesforce & Service Cloud for Efficient Incident Resolution
About the Brand
A global supplier of integrated solutions for packaging and labels, sign and display, commercial printing and publishing industries.
Business Challenges
- Unsatisfactory support services
- Inefficient ticket handling in Salesforce
- Required efficient support with Salesforce for optimising processes
- Needed to automate case management, service desk management etc
- Assistance needed to implement Entitlement process in Salesforce
Solutioning proposed by Espire
Enhanced Managed Support on Salesforce & Service Cloud for incident management
- Espire automated the CDTR values at the case level for effective management and minimizing business efforts
- Designed a configurable code for enhancing functionalities in the future
- Seamless integration for all new developments / product backlogs / planned maintenance and urgent incidents
- Successfully implemented automation for case management, service desk management etc with strong governance and reporting
- Ensured efficient handling of incidents with reported and extended support for live issues in Salesforce and in Service max
Business Benefits
- Enhanced Salesforce Ecosystem
- Minimized business efforts
- Efficient incident resolution
- Configurable code for future functionality enhancements
- Minimized business efforts in logging and storing business data
- Replaced manual work with automation, saving time, money and resources
Tools & Technologies
- Salesforce
- Service Max