Salesforce Implementation
Growth
Assessment Service
Custom Trainings
Slack
Change Management
Rodrigo realized his customers wanted quick responses, yet his service was slow and inconsistent: resolution times varied, customers had to repeat information, and teams lacked a unified view of each case. He reached out to us and decided to transform customer service with Salesforce.
Service Cloud became the operational core: it centralized omnichannel cases, SLAs, and intelligent routing (Omni-Channel), allowing critical incidents to be prioritized and repetitive tasks to be automated. With standardized intake forms, macros, and workflows, agents began resolving more in less time, increasing the first contact resolution rate.
To reduce dependency on the support team, they implemented Experience Cloud and launched a self-service portal where customers and distributors could open and track their cases, access the knowledge base, and manage warranties. This lowered the volume of basic tickets and improved service perception because customers had real visibility into the status of their requests.
Digital Engagement enabled the channels customers actually use: web chat, WhatsApp, SMS, and social media, all orchestrated from the same console. Incoming messages were enriched with customer profiles and automatically routed based on priority and context, integrating chatbots for frequent inquiries and escalating to agents when needed.
With OmniStudio they designed transactional experiences and interactive guides: dynamic forms for claims, wizards for product returns, and guided flows for technical support that simplified information capture and reduced operational errors. These components also automatically populated records in Service Cloud, maintaining consistency and traceability.
To speed up execution and keep everyone aligned, they integrated Slack: automatic notifications when a VIP case was opened, channels for coordination between product and support, and workflows that turned insights into concrete tasks. Communication became agile and actionable, preventing delays caused by missing information.
Implementation was done in phases: diagnosis of critical pain points, pilots in the highest-volume channels, iterative deployment of Experience Cloud and Digital Engagement, and the rollout of OmniStudio for the most complex processes. We prioritized quick wins (reducing response times, automating FAQs, improving traceability), trained the teams, and established governance to maintain data quality and process consistency.
In just a few months, Rodrigo’s service stopped being unpredictable: resolution times dropped, customer experience improved (higher CSAT and FCR), and the team worked with less friction and more focus on high-value cases. Today, his company responds quickly and consistently.
