Empowering Data Management with Service Cloud: A CX Breakthrough

About the Company

This prominent data management company provides a flash memory and in-memory, open-source, distributed key-value, NoSQL database management system.

The organization faced a pivotal moment in its journey when it recognized the need to address significant challenges within its existing Service Cloud solution. This realization prompted the organization to turn to Thunder for assistance.

Industry

Technology

Location

United States

Featured Services

Benefits Snapshot

Time to Resolution Averaging 11.5 Hours

46% of Cases Are Partially or Self-Resolved through Case-Deflection Services

SLA meets 99.75% of the Time

The Challenge​

The company came to Thunder to discuss significant challenges with its existing Service Cloud solution. Its Salesforce Org was heavily customized, initially hindering the company’s ability to scale effectively as it experienced rapid growth. 

The legacy code and processes in place also created unknowns and significant technical debt when undertaking new projects, slowing down innovation. 

These issues collectively posed significant hurdles to the company’s customer service and operational efficiency.

The Solution

The company partnered with Thunder to enhance its service solution for over 100 users:

  • Creation of a new Service Console App leveraging Salesforce Service Cloud standard features such as milestone tracking, macros, and redesigned Lightning pages for maximum efficiency
  • Creation of a new Lightning Web Component with a custom file upload requirement engine, FTP webhook, and knowledge article recommendations
  • Configuration of entitlements and milestones to track performance against SLAs
  • Migration of the full knowledge base to the Salesforce platform
  • Design of a public-facing knowledge base within the support community portal
  • Improved reporting to provide accurate measurements of key KPIs

"We’re in a strong position and I attribute this to the quality of the Thunder team.”

Latest Thunder Content

"Our sincerest thanks to Salesforce for introducing us to Thunder who navigated us across the finish line with a flawless go-live that exceeded our expectations."
Brad Bazley
SVP IT
"Our sincerest thanks to Salesforce for introducing us to Thunder who navigated us across the finish line with a flawless go-live that exceeded our expectations."
Brad Bazley
SVP IT
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