Projects

High volume of customer support cases necessitating prompt attention and resolution. Urgent requirement for efficient case assignment, prioritization, and meticulous tracking of resolutions.

Configured Service Cloud features including Case Management, Email-to-Case, and Web-to-Case. Set up assignment rules, escalation rules, and auto-response rules to ensure timely handling of cases. Developed custom reports and dashboards for real-time monitoring of case metrics and team performance. Integrated Salesforce with the companys knowledge base for streamlined case resolution.

Achieved a significant reduction in case resolution times, improving overall team productivity. Provided real-time insights into case statuses and team performance through customized dashboards and reports. Improved customer satisfaction scores due to quicker and more effective issue resolution. Successfully integrated a robust case management system that aligned with the clients needs and industry best practices. Enhanced the operational efficiency of the customer support team, resulting in measurable improvements in key performance indicators.