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

Vietnam

Company size

11 - 50 employees

Website

www.ducati.com

About our Customer

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.

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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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

Vietnam

Company size

11 - 50 employees

Website

www.ducati.com

About our Customer

The Challenges

The Solutions

The Results

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