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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.”
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"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 BazleySVP 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 BazleySVP IT
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Thunder Consulting, Inc. | All rights reserved © 2024
Thunder Consulting, Inc.
All rights reserved © 2024
All rights reserved © 2024