SUCCESS STORY

Salesforce Service Cloud for End-to-end process automation in Call-Centre 

Industry

Education

Country

United States

Company size

501-1,000 employees.

Website

https://uniexport.vn/

About Uniexport

Uniexport is one of the leading suppliers of biomass energy and wooden products in Vietnam. With the mission of turning wood waste into new source of renewable energy and environmental-friendly products, we focus on the sustainable development to minimise the release of greenhouse emissions and the use of chemicals and plastic for a green life.

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

  • Customer requests across platforms are currently fragmented, making it challenging for customer service staff to collect requests. Therefore, the client is looking for a solution that can aggregate all their customer’s inquiries via web, email and phone call, into one central platform.
  • The process of collecting requests is relatively manual, and the assignment process for customer service representatives is not standardized, resulting in time-consuming operations. Therefore, there is a desire to automate the assignment process for customer service requests.
  • The Solutions

    To assist the customer in resolving the issue, the Salesforce team implemented the following solutions:

  • Implement user stories (Visualforce, Lightning Component, Community Lightning Page, Apex Trigger/Batch, Process Builder)
  • Configure objects (fields, validation rules), and automation processes according to requirements
  • Custom metadata types, and custom settings in Salesforce CRM Platform
  • Deployment: Changes Sets, Workbench, Salesforce CLI tool
  • The Results

  • Unified handling of customer inquiries across different platforms results in a smoother and more responsive customer service experience.
  • The automation and streamlining of the request collection process reduce turnaround times, ensuring that customer requests are addressed promptly.
  • The flexibility of custom metadata types and settings allows for tailored solutions that align with the customer’s unique requirements
  • Effective deployment methods lead to improved operational efficiency, saving time and resources.
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