Companies involved with customer services love Salesforce Case Management functionality. But how exactly can a Salesforce consulting partner help with customer service? Well, that’s something we are going to explain in this article. You will get familiar with some common case-related problems and will discover their solutions.

Problem #1. Customer Service Inaccessibility

Malfunctioning product, expected delivery failure, way of speaking, etc. could be the reasons for customer frustration. Resulting in contacting customer services and inevitably being put on hold several times before you get to the person with the right information to solve your issue.

SOLUTION: Salesforce Case Management doesn’t solve this problem. Unexpected, right? However, a part of Salesforce Case Management – Salesforce Service Cloud – offers omni-channel facility. It supports a wide range of channels along with web forms, calls, mobile app chats, web chats, social media (Facebook, Twitter, Sino Weibo, Instagram, Google+), etc. All these are integrated with Salesforce that means you can access all of these features under the single roof. Therefore, no tool switching anymore! 

Problem#2. Losing Case Sight or Unknown Solution

Too many customer complaints raise the chances of forgetting one or two complaints between all these. Moreover, in many cases, the executive might not be able to respond to the customer because their problem is out of their area of expertise. This can lead to a complete inability to help your customer.

SOLUTION: These issues can be solved with automatic case assignment feature of Salesforce.

When a case is opened Cloud triggers assignment rules. The case is further sent either to an agent directly or a team of agents. Then, it’s displayed in case queue related to a particular area.

There are certain case assignment parameters which are:

·         Load

·         Technical competencies

·         Case Priority

·         Customer History

·         Hours of working

·         Region

·         Case thread      

Problem#3. Low Customer & Agent Satisfaction Due to Incorrect Prioritization

Not handling some cases as a priority can make any call center look unprofessional. There are some cases if they don’t get on the spot assistance and solutions can cause more problems. This shrinks customer and agent satisfaction.

SOLUTION: Setting case priority doesn’t help every time. But can your current tools do this automatically? There’s an automatic case priority feature in Salesforce cloud-based on

various criteria. It will help you to choose – case severity, case type, customer importance, customer sentiment, etc. 

Problem#4. Taking Too much time to Resolve a Case

Customers want solutions quickly. And the fact that the agent is spending more time talking and less time resolving doesn’t amuse them. There could be any reason behind slow delivery of solution: lack of agent responsibility, agent overload, absence of priority, etc. But even if the case load is moderate and the agent is still not able to resolve the problem might have something to do with case escalation mechanism.

SOLUTION: With Salesforce, if an agent has failed to close a case, an automatic case escalation mechanism will be triggered. This indicates assigning high priority and reassigning of the cases. The true reason behind Salesforce escalation is that most of the

agents are interested in meeting deadlines as it impacts their overall performance and keeping a track of time is crucial. Salesforce does it all automatically. 

To put it briefly, your Salesforce consulting partner can provide promising potential tools for solving case management related problems. If you too want the solution to your customer-related problems and provide them swift case resolution, Salesforce is the place to start.  Contact Salesforce consulting partner's ExistBI for support today.

If you want to deliver incomparable customer services that grow your business constantly then you need to choose the right salesforce consulting partner, as they have the experience and skills to implement the best sales practices. They can help in building your applications faster, marketing and selling your products sooner and following up with your customers better. Now the question arises that what things should be considered while choosing a salesforce consultant for your business? Following are few points that you should look for in a consulting company:

Sales –Your salaesforce consultant team should consist of sales managers or operation directors as they offer important, real-world insights and advice you on sales strategies that prove effective for your business.

Project Management –A good salesforce consultant has experience in project management. This ensures smooth execution of projects, prompt delivery and successful post-implementation training.

Related Technologies –A salesforce consultant team must also have experience across numerous technologies with which a salesforce integrates, like custom software applications and using programs like Quickbooks, Tally etc.

Apart from salesforce expertise, a salesforce consulting company should possess other critical skills in order to establish a successful partnership. These include:

When hiring the best salesforce Consultant for your business, you must first understand the consultant’s implementation methodology. Agile-based delivery is undoubtedly the best practice since it accounts for iterations and phases that help in ensuring that the project is completed on time and within the set budget. This methodology also ensures high level of collaboration and communication between the salesforce partner and your team, consequently leading to better results.

It is also important to discuss with a salesforce partner that whether they will support your operations after the completion of implementation. If yes, then how? It is best to choose a partner who keeps focus on the ongoing salesforce issues and updates so that you do not lack in this competitive business world.

Another important aspect that cannot be ignored when choosing a salesforce support is to set and discuss your budget so that you only go for options that lie within your range. You should ask the consultants for proposals and choose the best one after comparing their offerings.

Underestimating the difficulty and value of transferring your data into salesforce is a big mistake. The process of merging data from Outlook contacts, various excel spreadsheets, Microsoft Access, e-mail newsletter database, etc is quite difficult.  Any complication in data migration can cost you a lot. Therefore, if you have data trust issues in your newly hired Salesforce system, there is a likelihood of your project failure.

It is better to work with a salesforce consulting company that is geographically near to you. This will totally eliminate the issues of time zones and will give you the chance to work closely with your consulting team. This also facilitates face to face communication, high engagement and better alignment of team.

Although, choosing the right salesforce consultant is a daunting task, but the aforementioned qualities can surely help you to go for the option that aids in transforming your business infrastructural requirements, automating regular processes and upgrading and migrating to the cloud.