The customer chose to protect their confidential information
Enhanced Customer Support for a Major Review Platform
About the Customer
The customer is a leading online review platform connecting businesses and consumers worldwide. Every month, over three million reviews help people find trusted companies and make informed purchasing decisions. With real-time analytics, businesses gain valuable insights for improving their services. Operating on a freemium model, the company sets industry standards in client feedback and trust.
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Project overview
Andersen migrated the customer’s client service operations to Salesforce Service Cloud, unifying support processes and improving efficiency. The transition included automated case management, dynamic routing, and AI-driven tools – all this to reduce manual work and accelerate response time.
The help center was integrated into Salesforce, which enhanced self-service capabilities with multilingual Knowledge articles and LiveChat. Internal collaboration was optimized through system integrations, while automated client satisfaction tracking provided valuable insights into service performance.
With a centralized, AI-powered support system, our customer's business now benefits from streamlined operations, improved agent productivity, and a data-driven client service approach.
Salesforce clouds and tools:
Service Cloud, Experience Cloud, Einstein AI
Salesforce development:
Apex, Triggers, Python
Automations:
Flows
Integrations:
Slack, Zendesk
Customer Challenge
Originally, stakeholders aimed to reproduce existing business processes exactly as they had been in the third-party tool, thereby ignoring some of the unique beneficial features of Service Cloud. Resolving this request required an analysis and thorough investigation of their current support system, including outlining the pros and cons. Additionally, the company was in the process of revamping its current business processes, and together with them, our team mapped the migration from the existing As-Is processes to the To-Be processes in Salesforce, considering the ongoing changes.
Due to the customer’s strict data access policies, no real customer data was available for investigation and testing. Thus, our team needed to extensively collaborate with the customer's business representatives to gain insights about specific data and business scenario details.
Solution
Andersen’s team conducted an in-depth Discovery phase and provided the estimates for the migration.
We migrated Zendesk As-Is processes to Salesforce To-Be processes, which included an extensive amount of business logic, automation, triggers, and macros.
The migration included processes for various channels like Email-to-Case, Web-to-Case via Help Center, and LiveChat.
We established dynamic case routing based on channel, language, and topic skills.
Andersen’s specialists migrated the customer’s support help center site to the Salesforce Experience Cloud, incorporating knowledge articles, guest and authenticated users, multi-step Web-to-Case forms, and LiveChat.
We established Slack integration with Salesforce to enhance communication with the team.
We also implemented the Einstein Service Cloud AI products: Einstein Classification and Wrap-up, Einstein Work Summaries, and Einstein Bots.
Our team implemented the additional integrations between third-party systems and Salesforce.
In addition, we carried out Knowledge article migration in eight languages with images and videos.
Finally, we established an automatic system for sending CSAT surveys to clients after case resolutions, allowing the customer to analyze overall agent performance and client satisfaction.
Results and Benefits
- Increased customer satisfaction by 25%;
- Unified customer communication history on a single platform.
- Reduced case resolution time by 33%;
Let's talk about your IT needs
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
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