About the Client
Neelakantha Bhanu Prakash became the World’s Fastest Human Calculator at the age of 15, breaking records earlier held by math legends like Scott Flansburg and Shakuntala Devi.
Bhanzu, A Math learning platform provider aimed to eradicate math phobia and encourage careers in math and STEM fields among learners from across the world. Bhanzu is bridging the gap between dreams and competence, by enabling students to realize their full potential and introduce them to science, coding and AI, through the lens of math.
The Challenge
Before reaching out to us, our client faced a significant hurdle in their operations. Their existing solution (Zendesk) lacked a centralized platform to manage customer data effectively, as their entire sales stack is in Salesforce leading to process inefficiencies and delays. Operations were segmented, functioning independently in silos, hindering seamless service delivery. Recognizing the need for a transformative solution, the client approached Kasmo for assistance in building a unified platform that could automate processes, streamline data management, and enhance customer service delivery. They also sought to automate processes and service features like omni channel case routing, after service feedback forms and average resolution time, SLA tracking and integration through their WhatsApp Channel. The major challenge was to migrate from their existing system to service cloud within 3 weeks.
The Solution
Kasmo, armed with expertise and innovation, employed Salesforce Service Cloud to tackle the client’s challenges head-on. Leveraging the power of Salesforce, we orchestrated a comprehensive solution that revolutionized customer success and case management.
Revolutionizing Customer Service with Service Cloud
In the realm of customer service, every interaction counts. Implementing a Service Console using Salesforce Service Cloud revolutionizes the way businesses engage with their clientele. Through omni-channel routing, companies can seamlessly manage customer inquiries across various communication channels, ensuring a unified and responsive approach.
Harnessing the Power of Macros
Time is of the essence in customer service. With macros, Salesforce Service Cloud enables agents to automate repetitive tasks, freeing up valuable time to focus on more complex issues. By streamlining workflows, macros enhance productivity and drive efficiency
360-Degree View with Case 360
Case 360 within Salesforce Service Cloud provides agents with a comprehensive view of each case, including relevant customer information, interaction history, and resolution status. Additionally, Kasmo built custom case forms. These forms are meticulously crafted to streamline workflows, optimize data entry, and improve overall usability, equipped with this holistic perspective, agents can deliver tailored solutions with precision and empathy.
Case Feed Auto Refresh
Case Feed’s inability to refresh automatically upon new activity has long been a limitation. However, with our expertise at Kasmo, we swiftly addressed this issue, presenting the client with multiple viable solutions to overcome this challenge. The result? Delighted clients and the seamless integration of an additional feature: Case Feed Auto Refresh.
Results Achieved
Salesforce Service Cloud provided the client a unified digital platform that streamlines end-to-end case management. The migration from Zendesk to Salesforce enabled a comprehensive Case 360 view and centralized customer information.
Salesforce reporting enhanced analytics, leading to improved service delivery performance. Additional features like Case Forms, Macros, Omni-Channel Routing, entitlements, case tags, knowledge articles and Email-to-Case further optimized efficiency, automation, and created seamless communication channels. Our tailored solution provided a set of robust features to amplify Bhanzu’s operational efficiency using Salesforce.
