A long-term client of Resolute Software, a data management and software company serving government organizations, reached out for help transitioning the Service team’s processes and workflows to the Salesforce Service Cloud. Working with Resolute, the client’s team optimized support and installation processes in Salesforce and integrated systems to support their daily workflows, eliminating costly and error-prone manual tasks.

Challenge

Communication around service and support cases involved sending many emails and toggling between disparate systems. Worse yet, looking for information meant rifling through old emails, which was time-consuming. Also, the system's lack of mobile capabilities made it difficult to follow up on cases after hours.

Solution

Resolute tackled this challenge by breaking the work into three parts:

• optimizing support processes using Case Management in Salesforce
• optimizing production and installation processes using Work Orders in Salesforce
• integrating key applications as widgets or plugins within the new interface.

Results

As a result of Resolute’s Salesforce Professional Service implementation work, the client’s Service organization has gained visibility into the activities, status and progress of their work, while saving time and resources previously wasted on manual processes.