wolters clouds


Financial Services


CCH, a part of Wolters Kluwer, is a leading provider of customer-focused tax, accounting and audit information, software and services for professionals in accounting firms.

Company Size

3,600 Employees


Riverwoods, IL

wolters cch 4c logo

Enhancing Client Support & Call Center Efficiencies with Service Cloud

The Challenge

  • Leading financial services software provider sought to improve the efficiency of its customer support call center leveraging the service cloud
  • Previous process of assigning cases was entirely manual and led to slow response times and resolution rates
  • Without case prioritization or an escalation process, managers had limited insight into overall performance and agents found it difficult to identify and report critical issues
  • Lack of documented SLAs and inability to monitor/track them impacted internal communications and customer satisfaction

The Solution

  • Optimized and streamlined entire support case process leveraging Service Cloud features.
  • Configured “Case Feed” functionality to enable easy access to information and easy navigation.
  • Developed “Case Story” VisualForce component that uses images to display key case information.
  • Implemented Service Cloud Entitlements, providing visual timelines of service milestones, at-a-glance SLA compliance and tracking, SLA alerts of upcoming milestones and more.
  • Enabled case assignment automation by implementing Round-Robin process using custom objects.
  • Implemented internal Knowledgebase and Chatter to aid in onboarding and collaboration on cases.

The Results

  • Tens of thousands of CCH’s customers receive enhanced service and support.
  • Management has greater control and insight into its call center’s performance.
  • Agents are empowered to be more proactive and customer-focused.
  • Ease of use enables high user adoption and productivity gains among support team.
  • Agents can find information more quickly in Salesforce Knowledgebase, which translates into more efficient calls with customers and faster ramp-up times for new reps.

With Salesforce CRM, we have greater insight into our call center’s effectiveness and have empowered our support agents to be more proactive and customer-focused.

Yvette Moon
Support Manager, Americas - Wolters Kluwer CCH