Automated Workflow Processes and Enhanced Communication with Portal Solution
- Industry: Computer Solution Provider
- Location: USA
- Technology: Salesforce, Wordpress
About the Company
MSP360™-Software Computer, based in the US, is renowned for its innovative SaaS solutions. Specializing in simple, cloud-based backup solutions, the company is a trusted partner for MSPs seeking profitability and efficiency.
Client Requirements
MSP360™-Software Computer aimed to streamline its customer service experience, automating case generation and communication via Salesforce.
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Enable the auto-creation of cases in Salesforce upon receiving customer emails to ensure swift responses.
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Ensure all subsequent communications are contained within the email thread of the generated case for consistency.
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Implement the ability to send emails directly from an existing case to facilitate seamless communication.
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Enhance the portal to support attachments in emails, enabling customers and support to exchange documents effortlessly.
Solutions
We enhanced Salesforce functionality to offer an integrated, efficient case, and email management system.
Salesforce Email Integration: Enabled email to case generation, automating the creation of cases from customer emails for quick issue resolution.
Email Configuration in Portal: Customized the “Case Details” page to include an Email section, ensuring seamless communication within case threads.
Attachment Functionality: Empowered customers to attach multiple documents via the portal, facilitating comprehensive communication and speedy resolutions.
Results
Enhanced Customer Experience
Customers now access past communications easily within the portal, ensuring transparency and enhanced service quality.
Efficiency in Communication
The integrated email feature eliminated the need to check individual emails, streamlining communication and response times.
Automated Case Management
Auto-generation of cases from emails reduced manual entries, boosting efficiency in case management and resolution.
Attachment Support
The enhanced attachment feature facilitated document exchange, aiding in detailed case reviews and resolutions.