As the age-old adage goes: “the customer is king” (or queen). And, in today’s ultra-competitive and experience-driven world, if your customer service isn’t cutting it, they can quickly take their royal patronage elsewhere. So, organizations everywhere are ensuring they can easily deliver outstanding customer service by empowering service agents with Salesforce^® Service Cloud. For many, a Service Cloud QuickStart is the most budget-friendly and effective route to fast-track their business to Service Cloud’s benefits.

In this article, we’ll explore exactly why that is, with some real-life examples. But before that, a brief overview of what Service Cloud offers in the first place:

Why businesses choose Salesforce Service Cloud

With Salesforce Service Cloud, organizations can expedite case management. It’s much easier to keep case resolution on track when processes are streamlined and automated. Service reps can be more informed and coordinated, so cases are resolved more quickly, efficiently and effectively. Great news for businesses and their customers, as there’s huge potential to both increase customer satisfaction and reps’ productivity. 

That’s not all. Organizations can also automate service processes. Field service operations can be better planned and managed, with agents scheduled, directed and tracked simply and smoothly. This contributes to more effective and expedient resolution of service matters, with more productive and efficient work by the people both inside and outside the office. Also, by applying secure service analytics to all the data used and generated, businesses can get a better sense than ever of efficiency, employee/customer satisfaction and relationships. 

Putting the spotlight on the customer for a moment, there’s another crucial benefit of Salesforce Service Cloud to mention. Omnichannel communication capabilities unify all the communication channels used to interact with customers, so communications with them can take place across all the ones they prefer. That includes social networks such as Twitter, via the native Salesforce tool, and CTI telephony through Vonage and Salesforce Dialer. 

All very compelling reasons to adopt Service Cloud, right? So, now we’ll look at how a Service Cloud QuickStart can enable your organization to get straight to those benefits, without delay. 

How we helped transform service for a client

Let’s use the example of one of our clients, a nonprofit organization which provides legal services. They realized that their work could be more effective if they took greater control of their data and their processes — and a Salesforce Service Cloud QuickStart was perfect to enable that. 

Thanks to their experience with similar projects and organizations, and a brief “discovery” period, our team quickly identified the areas where Service Cloud could deliver the biggest benefits. They streamlined case handling, adding automation which included reminder notifications when a trial date is near, for instance. Now this client’s team can be better prepared for upcoming events, with greater visibility over their schedules helping them to coordinate the team’s work and manage their time. 

The client’s correspondence processes also had potential for improvement. To keep track of interactions, we added functionality that would automatically apply communication statuses to cases — e.g., “waiting for external response”, “response received”, etc. This meant that the client’s team no longer needed to manually investigate correspondence every time they needed to check a case’s progress or status.

We also discovered another communication-related difficulty — ensuring that correspondence, which was often part of lengthy email chains, only contained the information/messages that a particular recipient should be seeing. That could include correspondence from the opposing side’s legal team, for instance. To solve this issue, we introduced a custom email template that ensured such correspondence was not included. Finally, to further enhance the client’s communication, we provided functionality to export case notes, categorized by whether they’re “legal” or “general”, so they could be more easily shared with third parties such as lawyers outside the organization.