Salesforce Service Cloud - Retail

Client Challenge:

Monitoring of all internal systems of a retailer having 90 stores across US was an uphill task. Client IT support team is based out of offshore–India to support during US business hours. SLA slippage had a major concern for client as it had a direct impact on revenue loss along with dent on reputation of the brand.

Solution:

We proposed the Client Salesforce Service Cloud for ticket management. We designed the system in a way that all tickets are monitored till closure and each and every step is captured. Proper SLA’s are designed in a way where any SLA slippage got recorded with agent name. AI based services with Salesforce gives better understanding the health of existing hardware and software for future planning. We created dashboard which are monitored at head office for management and tracking of tickets at Project/Program and team level.

Opportunity / Problem Statement:

• Better management of tickets with enhanced Dashboards powered with AI.
• Analysis of existing data gives an insight to CIO for replacement of hardware and software for specify store
• Easy tracking of work force which is giving any value add to the company.
• Increase in Customer Satisfaction due to timely resolutions of tickets.