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Salesforce Service Cloud Implementation

Say farewell to on hold songs. Let iTechArt transform your customer service experience with the next-gen features of Salesforce Service Cloud.
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Salesforce Service Cloud: Capabilities

Key functionality

Named a CRM industry leader by Gartner Research for 12 consecutive years, the Salesforce Service Cloud enables your customers to reach out for help and support faster, efficiently, at any time, anywhere. By tapping into their history of purchases and complaints, the Service Cloud tailors the service experience based on their exact needs, increasing customer satisfaction, loyalty, and ultimately retention.

Your benefits in numbers
  • 35% increase in customer satisfaction
  • 22% decrease in support cost
  • 26% increase in customer retention
  • 28% increase in agent productivity
  • 31% faster case resolution
Personalized approach to service and problem-solving
Services available round-the-clock
Multi-channel support that reaches customers in whichever device or way they prefer
A centralized system that manages different needs from a single console

Why work with iTechArt

The array of efficient solutions offered by the Salesforce Service Cloud features is a sure-fire way to keep your customers, yours.

Omnichannel approach Your Service Cloud support can reach customers via web, email, phone, social media, video chats, and any other communication channel you can think of. Case management The case management system provides you with the entire timeline of the support process and automatically assigns the best agent based on your predefined parameters, thereby greatly improving first-contact resolution. Service console and analytics Your service agents and managers are empowered by a comprehensive overview of support cases, complete with states, records, and history, that in turn provide you with all sorts of stats to evaluate the quality of your support’s performance on a case-by-case basis. Knowledge base From wiki-style knowledge articles to full customer profiles, your support team has everything at hand to provide meaningful guidance to whichever client requires help. Live Agent Approach your customers in real time, with a real support agent, to help them in a direct and interactive way. The smart chat allows small teams to engage with multiple clients at the same time, with supervisors able to guide agents with tips invisible to customers, and chat feedback capture for future training and improvement.

Our services, your value

Regardless of whether you’re a newcomer or expert at Salesforce, rest assured we’ll tag along throughout the entire way.
Setup and configuration
After the blueprints of what’s needed are in place, we set up the Service Cloud solution within your company’s platform, tweaking configurations whenever needed.
Customization
With the core platform ready, it’s time to apply minutiae like custom architecture, strategic integrations with other business applications, and more, to transform the standard solution into uniquely yours.
Integration
As with any Salesforce solution, we integrate the Service Cloud seamlessly with any third-party systems you might use, with particular attention to every omnichannel routing (including telephony integration) to ensure data is leveraged to its maximum.
End-User training
Finally, we organize training sessions for your agents, managers, and other stakeholders to guarantee the new Service Cloud goes 100% adopted by your end-users.

Packages for every business endeavor

Our end-to-end project support includes helping you choose the right Salesforce Service Cloud edition, buying licenses, and showcasing demos.
Essentials
  • Basic features (omnichannel, case management, service console, knowledge base) - Up to 10 users.
Professional
  • The Essentials edition for unlimited users, plus: SLAs and entitlements, field service, extensibility, and further customization options.
Enterprise
  • The Professional edition, plus: Advanced case management, extra reporting features, routine automation, and API/data integration with external systems.
Unlimited
  • The Enterprise edition, plus: 24/7 support and complete configuration services.

Areas of domain expertise

Providing solutions to unicorns requires us to be more than one-trick ponies. Our devs know how to supply for a handful of B2C industries :)

Financial Services
Insurance
Healthcare
iGaming
Automotive
Travel & Hospitality
Nonprofit Organizations

Success stories

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