Corrigo Modernizes Support with Service Cloud Lightning and Salesforce Omni-Channel
The Challenge
- Needed to migrate from Desk.com 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 Desk.com 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
Salesforce Omni-Channel
Salesforce Knowledge
Salesforce-RingCentral Phone Integration
Salesforce Communities
Service Cloud Entitlements & SLAs
Related Content
Tell us about your project
Let Configero help you build what's next. Share a few details about your vision on Salesforce.com and one of our CRM experts will get back to you with some ideas about the possibilities of the world's most trusted platform.