Modernizing Customer Service with Salesforce Service Cloud and Data Migration

Overview

Our client is a leading global insurance organization. It relies on a modern, centralized case management platform to resolve customer service requests faster and give agents and leadership clearer insights.

Business Complexity

The client relied on a heavily customized Salesforce Classic setup and fragmented third-party automation. Strict data restrictions made large-scale legacy case migration complex and risky. 

Action

  • Redesigned service workflows and implemented Email-to-Case with automated case creation, assignment, and SLA tracking.
  • Integrated the client’s policy database, migrated large volumes of case data, and built management dashboards.
  • Centralized case management and automated workflows for faster case tracking.
  • Enhanced reporting to give agents and leadership clearer insights and more efficient resolution.

Tech Stack

  • Salesforce Service Cloud
  • SLA Tracking
  • Legacy Case Data Migration
  • Management Dashboards

Impact

  • 40% improvement in ticket resolution efficiency
  • 6 months implementation and migration engagement
  • End-to-end case automation and SLA tracking