Consulting, design and implementation of Salesforce Service Cloud-based solution
The situation
The client, an e-commerce company, has an omnichannel marketplace model across sectors and wanted to incorporate ‘one source of truth across multiple systems’. The client needed a holistic view of its customers, sales and revenue orders and complaints. It also wanted an enhanced integrated knowledge management system to avoid delays in resolving tickets.
Reimagining the customer service journey
The solution
PwC’s community of solvers designed implemented a Salesforce Service Cloud based solution which is integrated with multiple systems. The plan facilitated the way for process automation and offered a 360-degree view of customers. It also helped logging and resolution of customer complaints on a single portal. The team also implemented an enhanced knowledge management database with over 1,000+ articles on various issue categories. This streamlined the customer ticket lifecycle, enabling faster resolution.
The impact
- Reduced manual effort and improved overall efficiency
- Upgrade to automated process led to minimal errors
- Reduction in overall average handling time through a human-led tech-enabled approach, allowing the client to cater to more customers and thus improving their experience
In conversation with our client
Helping Tata CLiQ revolutionise their customer service
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