Enhanced Support Processes & Reduced the Support Cost for a leading US based C-Store Back Office Software Solution provider Company
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About Customer
Customer is a remote management and analytics app for convenience stores, It helps independent c-store owners onboard their store with the easy to manage technology to leverage promotional discounts and increase revenue with State of the Art Business Intelligence.
Challenges
- Sales team and Customer Success team works in Salesforce CRM.
- Support team uses Zendesk for Service.
- Most of the time, Account Executives and Customer Success creates the ticket on the behalf of Customer as Customer are bit different in nature this business.
- So, the disjointed systems require the Sales and Customer Success teams to access Zendesk separately to generate support tickets on behalf of end-users. This inefficiency hampers productivity, increases support costs due to added licenses, and leads to a lack of seamless support details within Salesforce.
Productivity Issues.
High Cost due to duplicate licenses.
Support data is not available in Salesforce.
Inefficient use of both platforms.
Solution
- Open Channels like Email and Self Services Portal for Customer using Zendesk.
- Provide an interface in Salesforce using LWC/Apex to log a Ticket directly in Zendesk from Salesforce.
- Pull important metrics from Zendesk to Salesforce and pull reports on it.
- Zendesk and Salesforce integration works using a named principal accounts which remove the requirement of having Zendesk access for each Sales Executive and Customer Success Manager.
Result
Technologies & Tools
Salesforce
- LWC/Apex
- REST API
Zendesk
- REST API
- Declarative Configuration
Final Words
We would love to discuss how can we transform your workflow with this effective implementation. Please reach us out here: