Who is the Client

A US-based manufacturer of skincare products with $1.5B annual sales. Millions of customers across United States, Canada, and Australia exclusively depend on this brand for their skincare and makeup routine.

The Challenge

The client distributes its products through a multi-level marketing model, wherein the products are bought by its network of consultants on behalf of end-consumers’ orders. Ensuring best experience for the consultants and end consumers is crucial for the client’s business.

Earlier, the client was using an in-house .NET application to handle and track consultant queries, which was very inefficient. However, it moved to Salesforce Service Cloud and leveraged the case management capabilities to provide superior experience to its consultants for support. The client wanted to leverage the case management capabilities of its Salesforce Service Cloud application effectively.

The Solution

GSPANN’s team partnered with the client in enhancing the case management system on Salesforce Service Cloud.

Our team performed the following key tasks:

  • Created new macros for automatically updating the case properties.
  • Enhanced the email-to-case feature that automatically converts email queries into cases.
  • Streamlined the case management workflow and process builders on Salesforce Service Cloud.
  • Customized the interface used by the agents to ease data access.
  • Enhanced web-to-case forms that capture information from the website and automatically create new cases on Salesforce.

We developed Apex schedule jobs that run daily and delete more than 180 days old unwanted marketing campaign data automatically. This helps in saving cost and ensuring smooth operations, since Salesforce Service Cloud has license-based data usage restrictions.

Business Impact

  • With new enhancements in the case management workflow, the client can now provide a better experience to its consultants.
  • The customized interface has increased agents’ productivity by enabling them to efficiently handle incoming queries.
  • Reduced cost using an effective purging mechanism.

Technologies Used

Force.com. A Platform-as-a-Service (PaaS) product designed to simplify the development and deployment of cloud-based apps and websites
Apex. An open-source UI framework built by Salesforce for developing dynamic web apps for mobile and desktop devices
Aura Framework. An open-source UI framework built by Salesforce for developing dynamic web apps for mobile and desktop devices
Lightning Web Components. Updated web standards-based framework method for creating lightning components on the Salesforce platform
Salesforce Object Query Language (SOQL). A widely used Structured Query Language (SQL) designed specifically for Salesforce data

Related Capabilities

Reduce Downtime by Identifying Improvement Areas with a Proactive Production Support

We have expertise in implementing a preventative approach to support. Our network operations center (NOC) provides deep application and system monitoring. With our extensive system experience, we ensure that you don’t face any surprises. Our production support team can help run your application without interruption to keeping your customers happy and satisfied.

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