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Enhancing Customer Experience and Operational Efficiency with Salesforce Solutions

Case Study

Enhancing Customer Experience and Operational Efficiency with Salesforce Solutions

Client Overview

A leading provider of power backup solutions, specializing in uninterruptible power supplies (UPS) and power quality products. The company serves diverse sectors, including commercial enterprises, healthcare institutions, and industrial operations. With a vast customer base and a comprehensive product portfolio, it required a robust system to streamline customer interactions and service request management.

Challenges

Fragmented Communication Channels

Numeric India received customer inquiries and service requests through multiple channels, including emails, website forms, and WhatsApp. However, the lack of integration among these platforms resulted in inefficient case management, missed service requests, and duplicated efforts.

High Volume of Service Requests

The company faced an overwhelming influx of customer complaints and inquiries. Manual case handling led to inefficiencies, making it difficult to prioritize critical cases and resolve issues promptly.

Lack of Automation

Agents had to manually enter cases into Salesforce, leading to human errors such as incorrect categorization and delays in response time. This manual process prevented agents from focusing on urgent cases.

Duplicate Case Creation

Customers often reported the same asset issue through different channels, resulting in duplicate cases. Identifying and managing these redundancies manually consumed valuable agent time.

Inefficient Case Assignment and Routing

The absence of an automated case-routing system caused delays in addressing critical issues. High-priority cases, such as breakdowns, were not assigned to specialized teams promptly.

Lack of WhatsApp Video Remote Assistance (VRA) Integration

Numeric India needed a way to offer real-time troubleshooting via WhatsApp video support. However, their CRM lacked integration capabilities to facilitate this feature.

Solutions Implemented

Emails sent to designated service addresses were automatically converted into Salesforce cases. A predefined filter and keyword-based system ensured that service-related inquiries were accurately captured. This reduced manual data entry errors and improved case tracking.

Numeric India’s website was integrated with Salesforce, allowing customers to submit service requests through a structured web form. Cases were automatically routed to the appropriate support teams based on predefined assignment rules.

A WhatsApp Business integration was deployed, enabling customers to log cases via WhatsApp. The Einstein Bot captured key information such as asset numbers and issue descriptions, automatically creating Salesforce cases and providing customers with case tracking details.

Although WhatsApp’s API does not natively support video calls, a solution was implemented to send customers a secure link for real-time video troubleshooting. Agents managed video interactions directly within Salesforce, streamlining the support process.

A system was introduced to track asset history for seven days. If a similar case was already logged, the new request was flagged as a duplicate, ensuring better case consolidation and customer communication.

Cases were automatically routed based on type and asset information. High-priority breakdowns were assigned to specialized support teams, while installation-related queries were directed to regional branches. This reduced resolution times and enhanced customer satisfaction.

Automated responses were set up to notify customers of errors during case creation. Customers received guidance on resolving issues, ensuring seamless communication.

Technical Stack

The implementation leveraged Salesforce Sales Cloud and Service Cloud for case management and automation, while Salesforce Digital Engagement facilitated multi-channel communication. Einstein Bot powered AI-driven interactions and automated case creation. WhatsApp Business API was integrated with Salesforce for customer engagement, and Video Remote Assistance (VRA) was enabled using secure third-party video conferencing solutions. Additionally, custom Apex triggers and Lightning Web Components were developed to enhance the CRM’s functionality and improve user experience.

Results Achieved

  1. 20% Increase in Sales Inquiries – Efficient case management led to better lead handling and customer engagement.
  2. 50% Reduction in Duplicate Cases – Automated tracking and case history checks minimized redundancy.
  3. 40% Faster Case Resolution – Automated routing and assignment improved response times.
  4. 30% Improvement in Agent Efficiency – Reduced manual workload allowed agents to focus on high-value tasks.
  5. 80% Customer Engagement Rate on WhatsApp – The WhatsApp integration significantly enhanced customer interaction and satisfaction.

Conclusion

By leveraging Salesforce Sales Cloud, Service Cloud, Digital Engagement, Einstein Bot, and WhatsApp capabilities, this power backup solution provider transformed its customer service operations. The integration and automation of communication channels resulted in a more efficient support system, faster case resolution, and improved customer engagement. It’s digital transformation serves as a model for other enterprises seeking to optimize customer interactions and operational workflows through Salesforce solutions.