Post a Rest API integration that used Dataloader to bring over important customer details with fidelity, the following implementations were undertaken:
For Performance Evaluation
Dashboard visualizations depicting conversion numbers as well as net revenue brought in by individual agents at different strata.
Visualizations covered Lead and Opportunity conversions and broke them down by age, conversion progress, and quality.
For Service Administration
Customized and Configured a cross-enterprise Service Cloud for agent ease, adoption, abstracted permissions, and service relevance.
A knowledge-base with distinct users and edit permissions was set up to help resolve cases faster by leveraging reference articles created using instructional design.
For Email Interactions, Follow-up automation
Enabled Case Record insertion in the Salesforce instance for every email received, which would later get distributed by the assignment rules set up.
Managed client interactions, campaigns, and feedback capture through mail outs of Custom surveys using Merge Fields.
Also. Workflow automation reduced and tracked case closure status.