Extended Managed Support on Salesforce & Service Cloud for Efficient Incident Resolution

About the Brand

A global supplier of integrated solutions for packaging and labels, sign and display, commercial printing and publishing industries.

Business Challenges

Unsatisfactory support services
Inefficient ticket handling in Salesforce

Business Needs

Required efficient support with Salesforce for optimising processes
Needed to automate case management, service desk management etc
Assistance needed to implement Entitlement process in Salesforce

Solutioning proposed by Espire

Enhanced Managed Support on Salesforce & Service Cloud for incident management

Espire automated the CDTR values at the case level for effective management and minimizing business efforts
Designed a configurable code for enhancing functionalities in the future
Seamless integration for all new developments / product backlogs / planned maintenance and urgent incidents
Successfully implemented automation for case management, service desk management etc with strong governance and reporting
Ensured efficient handling of incidents with reported and extended support for live issues in Salesforce and in Service max

Business Benefits

Enhanced Salesforce Ecosystem
Minimized business efforts
Efficient incident resolution
Configurable code for future functionality enhancements
Minimized business efforts in logging and storing business data
Replaced manual work with automation, saving time, money and resources

Tools & Technologies

Salesforce
Service Max

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