Tackling Low Service Rep Productivity with Salesforce Lightning Service Console (Case Study)


We all know good service rep productivity plays a key role in delivering high levels of customer satisfaction, thereby helping businesses grow rapidly. Unfortunately, many companies suffer from low efficiency of their service teams. A major reason for this problem is the inability to track the status of and manage customer complaints in real-time. This problem can be resolved effectively using Salesforce Lightning Service Console. The novel product provides a comprehensive view of all customer complaints, enabling seamless tracking and management of customer requests.


Today, we will see how we enabled a leading informatics company to enhance its service rep productivity significantly, by implementing Salesforce Lightning Service Console, thereby helping enhance its bottom line considerably.


About the Client

The client is a well-known informatics services organization, headquartered in Bend, Oregon, USA. They provide healthcare informatics solutions to various leading organizations, across the world. The company specializes in medical and healthcare semantics.


Project Overview

The customer approached us to develop a solution to increase service rep productivity. They also wanted us to help simplify their complex data structures and ensure seamless integration of their customer data with Zuora.


Challenges Faced by the Client

  • The client faced issues with low service rep productivity

  • Their data structures were complex, often resulting in user confusion

  • The IT firm had problems in managing entitlements for each customer

  • The inability to handle opportunities effectively resulted in poor conversion rates

  • Poor synchronization of customer data with Zuora resulted in data visibility issues


How Solunus Helped Resolve the Challenges

As part of our custom-built solution, we helped the client implement Salesforce Lightning Service Console. Our team also modified validation rules to enable geo-specific allocation of service requests. The solution also included the following.


Streamlining Processes to Handle Service Requests Effectively

Our specialists worked with the IT firm’s team to streamline their customer service request management process. This enabled the customer to handle service requests from customers in real-time, with high efficacy.


Development of a System to Create Opportunities on the Fly

We helped the customer create a robust system that allows their reps to create opportunities instantly, using the Service Console. This went a long way in saving precious time and helped increase the sales revenue of the company.


Integration of the Customer Database with Zuora with High Efficacy

Our experts helped integrate the client’s customer database with Zuora, enabling them to ensure seamless synchronization of client data with the subscription management system. The integration also helped provide better visibility.


Business Results

  • 34% Increase in Field Service Rep Productivity

  • 360° View of All Customer Service Requests

  • 40% Growth in Sales Revenue

What Can IT Firms Expect by Partnering with Solunus?

  • 45% Faster Stakeholder Collaboration

  • 35% Growth in Sales Productivity

  • 40% Reduction in Decision-making Time

  • 32% Increase in Customer Satisfaction


About Solunus

Solunus is a dedicated Salesforce partner organization, headquartered in Dallas, Texas. Our unrelenting focus on comprehending the unique needs of our clients coupled with our unrivaled expertise of the Salesforce platform enables us to deliver the perfect solutions that create the best value for IT and business analytics firms.

20 views0 comments