The customer has a platform for building collaborative applications. It is a spreadsheet-database hybrid, with the features of a database but applied to a spreadsheet.

Two years into using Zendesk, the customer’s support team was hitting the platform’s limits. Zendesk made meeting SLA commitments to customers challenging and had limited out of the box customization options. They wanted a more complete view of their customers and better customer and operational insights.

The Thunder team was brought in to replace ZenDesk with Service Cloud Digital Engagement including email, web, and Chat. The switch provided:

• Simplified SLAs to meet contractual response times
• Customized omni-channel to dynamically prioritize work across all interactions
  • SLA milestones drive prioritization
  • Backlog processing relative to all cases

• Agents can simply log into OmniChannel for prioritized flow of the work queue
• They now have the ability to scale with reduced support headcount
• Increased customer experience and satisfaction
• Improved agent productivity and satisfaction
• Actionable service insights through comprehensive reports and dashboards