Salesforce Service Cloud Implementation Boosts Customer Satisfaction for Power and Utility Company

The Solution

A phased implementation approach was utilized, beginning with replacing the client’s legacy system with Salesforce Service Cloud. Through the Service Cloud, the client was able to obtain a Customer 360-degree view. Service Cloud’s automated processes and streamlined workflows also allowed customer service representatives to quickly and easily access all relevant customer information, which helped shorten call times and raise customer satisfaction scores.

To help the client enhance their customer experience during phone calls, Service Cloud was integrated with Genesys CTI (computer telephony integration). Genesys CTI accesses the clients existing Salesforce data at the outset of every call, enabling customer service representatives to make personalized and informed calls. With an in-depth knowledge-based database, customer service representatives could quickly find additional information to answer customer questions. The integration also equipped the client with personalized call routing and priority routing for inbound calls to ensure critical incidents were placed at the front of the queue to provide immediate attention to customers who need help right away. 

Salesforce Identity was also implemented. Identity is equipped with a single sign-on (SSO) system, giving the clients’ employees access to all authorized resources on one login screen. Through utilizing SSO, the client streamlined operations by connecting employees to several accounts and applications running in other Salesforce applications and even in other clouds. Allowing employees to apply the time previously spent logging in and out of various applications to value-added tasks. The client also set up security policies and was given direct control over who uses which applications and when. In conjunction with two-factor authentication, Identity provided the client with a robust security system to protect vital customer and business data.