Transforming Omnichannel Case Management Using Salesforce Service Cloud

Client Profile

A leading provider of high-performance analog semiconductors powering wireless and wired connectivity across industries. Their core offerings, amplifiers, filters, switches, and integrated modules, support efficient wireless transmission for smartphones, routers, medical devices, automobiles, and more. Renowned for innovation, they are a critical technology partner for both consumer and industrial applications globally.

Problem or Challenge

The client faced persistent challenges in delivering consistent, high-quality customer service across global regions due to a fragmented, legacy support system. Key issues included:

• Disjointed customer interaction data across platforms, making it hard to track service history.
• Lack of visibility into historical case data and customer behavior.
• Manual case management with no automation for routing or resolution.
• Limited self-service options, forcing customers to rely on email and phone channels.

Solutions

Rialtes implemented Salesforce Service Cloud and Experience Cloud to centralize customer support and create a scalable, future-ready solution. Key elements of the implementation:

• Unified Support Platform: All customer interactions, across internal teams, distributors, and OEMs, are now managed on a single platform.
• Self-Service Portal: Distributors and OEMs can submit and track cases, and access a robust knowledge base 24/7.
• Real-Time Communication: Built-in chat and messaging facilitate direct conversations between support teams and customers.
• Knowledge Consolidation: Legacy support content was migrated into a centralized, searchable repository.
• Einstein AI Assistance: AI-driven recommendations help customers resolve issues faster and reduce case volume.
• Automated Case Assignment: Routing logic based on geography and expertise ensures timely and accurate responses.
• Cross-Continent Collaboration: Support teams can now share knowledge and updates effortlessly across time zones.
• Segmented Content Delivery: Targeted release of support updates and critical info to specific customer groups.
• Data Migration & Insights: Historical case data migration enables in-depth trend analysis and smarter decision-making.

Benefits

• 60% reduction in average case resolution time, thanks to automation and AI assistance.
• 30% increase in customer self-service adoption, reducing support workload.
• Enhanced visibility into the complete customer journey, enabling targeted upselling and proactive service.
• 360° customer view across service channels, devices, and global teams.
• Improved global support consistency and seamless collaboration across continents.
• Scalability for future integration with Salesforce CPQ and Marketing Cloud, enabling a unified customer lifecycle.
• Knowledge article usage increased by 45%, improving first-contact resolution.