Salesforce Service Cloud Implementation for Integrated Customer Life-cycles
40%
Reduction in average case resolution time
25%
Improvement in agent productivity
30%
Improvement in agent productivity
Overview
From scattered records to a single automated flow
What You Need To Know
In the BFSI sector, efficient customer service and seamless interdepartmental collaboration are crucial for maintaining customer satisfaction and operational excellence.
Why It Matters
Kunai Consulting sought to improve customer service operations and streamline collaboration between departments by implementing Salesforce Service Cloud.
What HIC Global Solutions Did
HIC Global Solutions helped K Consulting implement Salesforce Service Cloud, integrating it with their existing systems and customizing it to meet their specific needs for performance evaluation, service administration, and customer interaction management.
Challenges Faced
Bottlenecks slowing every hand-off
Lack of Unified Service Platform
The absence of a dedicated service console or command center in their active system, Sedona, hindered efficient service orchestration.
Limited Interdepartmental Collaboration
There was no unified platform for collaboration between the Sales and Service departments, limiting the ability to provide comprehensive customer support.
Restricted Customer Data Access
Use of the existing system was limited to viewing individual customer records and enabling payments, without a holistic view of customer interactions.
Absence of Performance Insights
The lack of dashboards to visualize insights made it difficult to add value through service policies and enrich first-point-of-contact (FPOC) interactions.
About the Company
With offices in Oakland and Brooklyn and delivery teams spread out over America, Europe, and Asia, Kunai’s client base primarily consists of BFSI companies.
The firm offers analytical CX, compliance, security operations, and ML modules to reduce errors and modernize compliance for financial bodies and institutions.
The establishment aims to enrich customer relationships and develop products to automate back offices.
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Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Integration and Data Migration
Utilized REST API integration and Data Loader to migrate important customer details with high fidelity from the existing Sedona system to Salesforce.
Performance Evaluation Tools
Implemented dashboard visualizations depicting conversion numbers and net revenue brought in by individual agents at different levels.
Created visualizations for Lead and Opportunity conversions, broken down by age, conversion progress, and quality.
Service Administration Enhancements
Customized and configured a cross-enterprise Service Cloud for improved agent adoption, abstracted permissions, and service relevance.
Developed a knowledge base with distinct user and edit permissions to expedite case resolution through instructional design-based reference articles.
Email Interaction and Follow-up Automation
Enabled automatic Case Record insertion in Salesforce for every email received, with subsequent distribution through configured assignment rules.
Implemented workflow automation to reduce and track case closure status.
Set up custom surveys using Merge Fields for managing client interactions, campaigns, and feedback capture.
India 
USA
UK
Canada