Enabling an IT Firm Reap Rich Dividends from Salesforce Lightning Service Console

Our Solutions

  • We implemented Salesforce Lightning Service Console

  • Our team modified validation rules to enable geo-specific allocation of service requests

  • We also configured rules and processes for timely handling of service requests

  • Our specialists provided permissions to service reps to create opportunities on the fly, using the Service Console

  • We integrated data effectively with Zuora

  • Our experts re-designed reports and dashboards

Enabling an IT Firm Reap Rich Dividends from Salesforce Lightning Service Console

Client Challenges

  • The existing application of the client was cumbersome, and their data structures were complex

  • Ineffective management and tracking of services affected rep productivity

  • They faced Issues in managing entitlements for each customer and business unit

  • Poor handling of opportunities resulted in low numbers of customer inquiries

  • No proper data integration with Zuora, resulting in data synchronization problems

  • Unstructured reports and dashboards resulted in poor data visibility

Business Outcomes

  • The client’s data structures were simplified considerably

  • A 34% improvement in their service rep productivity

  • Entitlements could now be managed for each customer and business unit seamlessly

  • The client is able to track and manage opportunities effectively

  • A 360-degree, real-time view of all service requests is now possible

  • Seamless flow of data to and from Zuora

  • A 40% increase in revenue

Conclusion

Implementation of Salesforce Lightning Service Console Resolves Issues of Ineffective Service Request Management and Cumbersome, Poorly-integrated Data, Resulting in a 40% Increase in Revenue and a 34% Improvement in Service Rep Productivity