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The tools they need to deliver the best customer experience.

Service Cloud is a customer service and support application which helps your support team keep your customers happy — without going crazy trying to keep up with multiple channels of communication. We'll help you set up and develop Salesforce Service to improve the way your agents manage cases and communicate with your customers.
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Improve case management

Redefine your Salesforce Service Cloud so the information your agents need is easy to find, view, manage and track.

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Improve communication

Set up different communication tools and features so they’re easy to use and all the information is integrated into a single view.

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Find the right answer

Design and implement Knowledge management in the most user-friendly way, so your customers and agents can easily access articles, FAQs, and the community knowledge.

What we do

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    1. Defining your solution

    We help you define your requirements through stakeholder workshops and user groups. Then, we create user stories, UX and wireframes ranging from a dozen to over two-hundred. This is best practice to make sure your users can do everything they need to.

     

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    2. Sprint-based development

    Once everyone’s agreed on the requirements of the projects, we come up with wish-lists of “must haves”, “nice to haves”, and “low priority” tasks. Looking at the user stories, we then plan a series of sprints, typically using six-weeks, broken up into one-week planning, two weeks on build, another on UAT, and two week’s rest. Then, it’s time to review and repeat. 

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    3. Deployment and training

    Nearly there! Now it’s time to plan out the deployment in a controlled way. This means unit testing; realistic timeframes; content freezes; and change set control. Finally, who is it on your team that we’ll need to train? We’re entirely flexible to your needs.  

See how MidlandHR improved their customer experience

MidlandHR came across some inconsistencies within their new Salesforce customer Community that made for a rather disjointed user experience. Here's how we helped them achieve a better, more personalised customer experience...

Learn more