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.