Optimizing Case Management Lifecycle with Salesforce Service Cloud
Traditional customer service software is outdated as they are complex, sluggish, and create more work. This results in customer service reps losing track of cases wasting valuable time on follow-ups and rework.
Salesforce Service Cloud is built ground up with customer success in mind to optimize the case management lifecycle. It has streamlined customer support workflows with intuitive templates, best practices case routing rules, collaborative inboxes, letting companies share ownership of cases, and easy access to customer history to serve customers better. Salesforce Service Cloud help companies reduce cost per case, minimize case resolution time, and enable stakeholders to avoid missing SLAs.
1. Reduction in Cost Per Case
Salesforce Service Cloud helps customer service agents be more efficient with every customer interaction. By routing cases according to rules set out by customer service managers, customer service reps can easily handle the issues correctly, keeping customers happy—and keeping the company's costs down. With Salesforce Service Cloud, the average handle time is reduced by 20-30%. It also improves response time with faster first call resolutions. Most importantly, every case study is documented to reduce rework for service reps.
2. Minimize Case Resolution Time
Different teams managing customer issues break the track of the customer journey. With Service Cloud, customer success managers can easily monitor progress on customer cases with cross-department visibility. They can also see closed case history if critical information falls through the cracks. Also, the sales reps get all customer data at their fingertips to close deals faster with fewer questions from prospects about existing customers or previous activity.
3. Increases SLA Compliance
Service Level Agreements (SLAs) are benchmarks for customer service performance. Salesforce Service Cloud helps customer service managers monitor SLAs, including customer case resolution time and customer satisfaction rates. With Salesforce Service Cloud, alerts can be set up to notify if an SLA is to be missed and provide the support needed to meet or exceed customer expectations.
Everything customer success managers do with Salesforce Service Cloud delights customers, leading to positive reviews, higher customer retention rates, and long-term brand loyalty.
Combine customer success management software, including Salesforce Service Cloud, with automated marketing campaigns that turn prospects into loyal customers, and you'll see why 90% of companies are investing in customer experience.