It was identified that self-service and electronic channels were not effectively
utilized, while phone lines were constantly overloaded. In addition, information
internally was exchanged via email and other ineffective tools. Salesforce Service Cloud
was utilized for multi-channel customer service traffic management and information
exchange among customer service representatives.
Salesforce Service Cloud also enabled better reporting. Service Team Leaders could
identify the exact task completion time, communication duration, and other key metrics.
By receiving real-time data on service channel utilization, they could easily balance loads
between different service touchpoints.