Business needs:

• Existing support system was being sunset & a customer support solution was needed
• Need to handle increased case volume without increasing size of the support staff
• Provide a customer self service option
• Father feedback from the customer on new product features

Solutions:

• Implemented Service Cloud for case management & knowledge with time based workflow & escalation rules
• Delivered customer portal for 10,000 users with exposed cases & knowledge for self-service 
• Implemented bug tracking ability
• Exposed Ideas via the portal to gather feedback for new feature releases

Success / Highlights:

• Improved customer experience
• Reduced calls to the support desk with self-service case entry & exposed knowledge base
• Demonstrated effectiveness of Knowledge articles
• Used Ideas to prioritize features for product releases
• Shortened time to resolve cases with automated workflow & escalations