Case Study
SilencerCo
At a glance

The Challenge

About SilencerCo


The Outcome
The support team needed a formal process implemented to track tickets submitted through various methods. We were able to integrate their Gmail using Ebsta and their phone system using Tenfold. We also implemented Email-to-Case, Web-to-Case, and the Service Console to allow the support team to easily navigate their cases and the activity associated with each case.
We developed a reward-point custom object within Salesforce that awarded points to a customer based on registrations and Shopify opportunities. The reward points were calculated based on the prefix of the serial number of the suppressor the person registered through the SilencerCo website. Each prefix had a different point value based on the MSRP. Points were also awarded based on the amount of the Shopify order. The reward points were assigned based on these two factors and displayed at the person account/account level. This allowed SilencerCo to identify the tiers they wanted to implement for their reward program.
SilencerCo is now able to track all the tickets submitted to their support team and identify the specific product the case is associated with using the registrations and Shopify opportunities. Since email and phone have been integrated with Salesforce, the support team does not have to spend time creating cases manually and is easily able to track the resolution in a single location.
