SUCCESS STORY

Integrated Salesforce Service Cloud with Open CTI for direct calls, configured web inquiries, and optimized case workflows with automatic staff assignment.

Industry

Manufacturing

Country

Viet Nam

Company size

11 - 50 employees

About Ducati

Ducati is an Italian motorcycle manufacturer known for its high-performance and premium motorcycles. Ducati Vietnam has been responsible for importing, distributing, and servicing Ducati motorcycles in the Vietnamese market.

Industry

Gas & Oil

Country

Us

Company size

45.000 employees

Website

About Halliburton

Halliburton Company is an American multinational corporation and the world’s second largest oil service company and responsible for most of the world’s largest fracking operations. The company helps customers maximize value throughout the lifecycle of the reservoir – from locating hydrocarbons and managing geological data, to drilling and formation evaluation, well construction and completion, and optimizing production throughout the life of the asset.

The Challenges

  • The client managed their operations using the old system. They wanted to build a CRM to facilitate easier management and ensure synchronization with global companies
  • The process of manually collecting customer requests was in place. The process of assigning customer requests to customer service representatives was not standardized and time-consuming, so the client wanted to automate the process of assigning customer requests to customer service representatives capable of handling those requests accurately
  • The client wanted to build a CRM that information about mileage, maintenance histories and the overall state of each bike —wolidflow into Salesforce and combine with CRM data, giving client and its dealers a 360-degree view of every customer and their bikes

The Solutions

  • Integrated Salesforce Service Cloud with the phone system using Open CTI for direct calls within Salesforce. Queried customer data, displayed information, and created new cases for CS staff.
  • Configured web enquiries into cases, set up email to case, and implemented an auto-response rule.
  • Configured objects (fields, validation rules), designed page layout, record page, established workflow rules, and created processes using the process builder.
  • Configured Omni-channel to automatically assign cases to the right customer service staff.

The Results

  • Integrated the phone system with Salesforce, automated customer request handling, and streamlined data management processes significantly improved overall operational efficiency.
  • The automated web inquiry processing and efficient workload distribution enhanced the customer experience and response times.
  • The configuration of data and automated processes helped minimize errors and has ensured accuracy in request handling.
  • Automating case assignments to customer service staff optimized resource allocation and has ensured that each request is routed to the right individual.

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