One of the foremost real estate firms was looking to setup a cloud based call center leveraging the Salesforce platform. From self-service portals to knowledge management, live chat software to mobile service, the Salesforce Service Cloud delivered the tools the agents need in a unified, multi-monitor desktop, giving them a complete view of the customer.

Client Information

• The client is one of the leaders in the Real Estate Industry of India
• The client develops residential, commercial and township projects
• Has recently been awarded as the “Real Estate Company of the Year” at the Construction Week India Awards 2015

Business Requirement

• The client planned to set up a call center for it’s real estate customers to give better services and responses to their queries/ concerns
• The focus of the project was to implement the Salesforce Service Cloud for customer service management, which will include cases, solutions, custom reports, and basic training.
• The solution would provide more comprehensive customer service to track incoming requests from phone, email, and web-to-case form, as well as access to case and solution history.
• Leverage Solution Management for quicker resolution of case and also track the time spent on each cases.

Solution

• Implemented Salesforce Service Cloud Solutions and customized it as per the requirement.
• Customization included
• Service Cloud Console

1. Chatter
2. Social Service Management
3. Knowledge Management

• Custom Implementation to track the number of hrs spent on a particular case.
• Implemented Communities for Customer

Key Highlights

• Easy visibility into key support performance metrics
• Reduce the time to resolve a case
• Client is able to more effectively manage their multiple channels of cases for better customer service.