service cloud

Customizing Service Cloud for more efficient reps

Simplus worked together with Citrix, a high tech company, to improve its Salesforce instance and maximize service and support to customers. Before, a customer may have to call multiple agents to get the help they were looking for across multiple products. Now, the customer service process is more customer-driven than ever, thanks to a custom Service Cloud configuration. This is the perfect example of using Simplus Custom Configuration to get more out of Salesforce Service Cloud.

Over nine months, Simplus worked with the client to expand its existing CRM and deploy Service Cloud, integrating key data points from different systems into one single source of truth, making customer service easier for reps. We also replaced a legacy system and made custom modifications to Service Cloud to integrate the new instance properly. The client enjoyed a 10% increase in CSAT scores, a 30-second decrease in the average call time, and 5000 minutes saved per week thanks to the Service Cloud configuration with Simplus.

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