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Corrigo Modernizes Support with Service Cloud Lightning and Salesforce Omni-Channel

The Challenge

  • Needed to migrate from to Service Cloud, and wanted to ensure tight sync with existing sales cloud instance
  • Wanted to address disconnect between email and phone support which required agents to use separate tools
  • Very limited reporting capabilities with so they relied on NetSuite to get meaningful support insights
  • Interested in optimizing the customer experience for help center and creating more formal Entitlements and SLAs

The Solution

  • Launched (50) users on new custom Service Cloud Lightning console with omni-channel routing for phone and email support – synced with Corrigo sales cloud for 360-degree customer view
  • Integration with Salesforce and RingCentral to enable seamless email and phone support in a single view
  • Rolled out Service Cloud Entitlements & SLAs for formal compliance measurement and tracking
  • Launched Lightning Reports & Dashboards to enable KPI tracking of critical metrics including support trends by issuer tier, handle/response times by product, performance leaderboards and resource planning indicators
Service Cloud Community Helpdesk

Salesforce Omni-Channel

Salesforce Knowledge

Salesforce-RingCentral Phone Integration

Salesforce Communities

Service Cloud Entitlements & SLAs

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