September 30, 2024

Salesforce Workflow Integration for Streamlining Mitratech’s Case Management and Customer Communication

Salesforce Workflow Integration for Streamlining Mitratech’s Case Management and Customer Communication

Highlights

  • Automated email-related processes
  • Streamlined case management and resolution
  • Automated case closure for improved efficiency
  • Enhanced customer communication through email alerts
  • Improved data-driven decision making and responsiveness

Highlights

  • Automated email-related processes
  • Streamlined case management and resolution
  • Automated case closure for improved efficiency
  • Enhanced customer communication through email alerts
  • Improved data-driven decision making and responsiveness

Overview

Discover how the integration of Salesforce Workflow streamlines case management and email communication for a leading legal and compliance software provider.

What You Need To Know

Mitratech sought to enhance customer service and streamline case management by implementing Salesforce Workflow solutions.

Why It Matters

In a business serving over 1800 companies across 160+ states, efficient case management and timely communication are crucial for customer satisfaction and operational efficiency in the legal and compliance software industry.

What HIC Did

HIC Global Solutions helped Mitratech automate email processes, improve case resolution, and enhance customer communication through seamless integration of Salesforce Workflow.

Overview

Discover how the integration of Salesforce Workflow streamlines case management and email communication for a leading legal and compliance software provider.

What You Need To Know

Mitratech sought to enhance customer service and streamline case management by implementing Salesforce Workflow solutions.

Why It Matters

In a business serving over 1800 companies across 160+ states, efficient case management and timely communication are crucial for customer satisfaction and operational efficiency in the legal and compliance software industry.

What HIC Did

HIC Global Solutions helped Mitratech automate email processes, improve case resolution, and enhance customer communication through seamless integration of Salesforce Workflow.

Key Results

99%

Better case resolution with Workflow and Email-to-Case functionality

88%

Cases older than 30 days automatically closed

100%

Email alert delivery to customers for closed cases

Key Results

99%

Better case resolution with Workflow and Email-to-Case functionality

88%

Cases older than 30 days automatically closed

100%

Email alert delivery to customers for closed cases

About The Client

Headquartered in Austin, TX, Mitratech is a 35-year-old company and an industry-leading provider of end-to-end software solutions for legal, compliance, and HR professionals. With offices in the UK, Australia, and India, Mitratech seeks to boost productivity, control risk, and mitigate risk by aligning organizations, increasing visibility, and collaboration.

About The Client

Headquartered in Austin, TX, Mitratech is a 35-year-old company and an industry-leading provider of end-to-end software solutions for legal, compliance, and HR professionals. With offices in the UK, Australia, and India, Mitratech seeks to boost productivity, control risk, and mitigate risk by aligning organizations, increasing visibility, and collaboration.

Challenges Faced

As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges

Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.

Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.

Maintaining timely and relevant communication with customers regarding their case status was becoming complex.

Manual processes in case management and email handling led to inefficiencies and potential errors.

Challenges Faced

As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges

Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.

Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.

Maintaining timely and relevant communication with customers regarding their case status was becoming complex.

Manual processes in case management and email handling led to inefficiencies and potential errors.

Challenges Faced

As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges

They were facing issues with
  • Email Management
  • Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.

  • Case Resolution
  • Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.

  • Customer Communication
  • Maintaining timely and relevant communication with customers regarding their case status was becoming complex.

  • Process Inefficiencies
  • Manual processes in case management and email handling led to inefficiencies and potential errors.

Proposed Solutions

Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.

  • Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
  • The solution included automated email alerts to customers when their cases were closed in Salesforce.
  • Automatic case closure was implemented for cases older than 30 days without customer response.
  • Special handling was set up for closed cases, including status updates and restrictions on further communications.
  • The Email-to-Case functionality was achieved through Workflow implementation.

Proposed Solutions

Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.

  • Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
  • The solution included automated email alerts to customers when their cases were closed in Salesforce.
  • Automatic case closure was implemented for cases older than 30 days without customer response.
  • Special handling was set up for closed cases, including status updates and restrictions on further communications.
  • The Email-to-Case functionality was achieved through Workflow implementation.

Proposed Solutions

Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.

The solutions which we offered to them
  • Implementation of Salesforce Workflow
    • Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
    • The solution included automated email alerts to customers when their cases were closed in Salesforce.
    • Automatic case closure was implemented for cases older than 30 days without customer response.
    • Special handling was set up for closed cases, including status updates and restrictions on further communications.
    • The Email-to-Case functionality was achieved through Workflow implementation.

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