Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management. 

The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc. 

The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities. 

The centralized infrastructure offers significant advantage.

It is straightforward to integrate Service Cloud with third-party tools or other systems.

In most cases, we use MuleSoft as the integration technology when a direct API  integration is needed.

It has streamlined workforce management, scheduling, etc. for the company's current business case. More specifically, I can only speak for my clients, but their call centers have dramatically improved from their legacy system to the new Service Cloud console. I know in the past year, we've seen substantial ROI in major healthcare companies.

Through the use of the Knowledge Base, which we translated into 13 languages, we where able to increase our support reach to our customers. This included an increased support level not only for those customers whom we served directly via other channels (phone, email, and chat), but this also extended our reach to those customers whom we could not support directly (those who spoke Japanese, Korean and Russian, for example).

Service Cloud provides a best-of-breed cloud-based case management and call center solution. It's cost-effective, easily configureable and maintainable, and simple to learn and support.

As a consultant, I have seen the implementation of Service Cloud reduce contact center handle times by minutes per call, which can translate to millions of dollars in savings for large operations. The cloud infrastructure helps to speed up implementation time and accelerates how quickly you can release new features to users.

For most contact centers, it will improve overall uptime performance, but it is important to ensure a good quality internet connection for all users. There is no way to access Service Cloud if you lose your public internet access.

It's all cases the solution was the first of its kind in the environment (it was previously manual). To be fair, just about any system would make an improvement in that situation.   What made SFDC particularly useful was the ease in setup and the ability to quickly refine it.

We can create Dashboards showing which clients are receiving a high level amount of cases or Case Types that trigger a possibility of an issue with the client.

It gives our Account Management team the chance to be proactive and solve any underlying big issues a client could be experiencing (and prevent them from seeking other vendors).

The platform is being used to unify multiple business divisions onto a single platform. Currently, each of the eight or so businesses are utilizing their own platform based on multiple technologies (one is a DOS based system with a Fox DB). By utilizing Salesforce as our centralized platform it is enabling our business units to share leads across divisions and give a singular view to our customers.

Our support team are aware of the outstanding issues that need to be addressed in terms of open cases. Statuses allow us to organize them in a meaningful way. Reports and Dashboards allow management to follow support KPIs, such as number of cases closed vs. received, age of open cases, count of cases assigned to each rep, etc.

It gives a 360 degree view without any gaps, while serving the customers, which in turn, increases customer satisification.

We deployed the Live Agent function and the Social Sites feed connection which improved the response time for customer issues/feedbacks. The integrated Knowledge Base function also improved the speed.

When I was a sales administrator for about 70 users, we went from needing two full-time administrators to just one part- time administrator. It greatly reduces overhead in terms of personnel needed to manage he organization.

Salesforce provides a really good overview of the pipeline and the stages of each sale. This allows management to make accurate forecasts in terms of what will come in by the end of the month/quarter/year.

We have improved our customer service and call-deflection rate with Service Cloud, particularly with Knowledge Base and Customer Community features

Because we can give a specific weight on records like cases or leads, we can ensure that every end-user receives an even amount of work to digest per day. You can even assign skills to your users so that nobody receives something they would not be able to solve because they are too new to our company or because they just haven’t learned about a product or service yet.

Another skill you could add is language. As we are an international company, our customers can reach us in three languages (Dutch, French and German), so making sure that customer questions are routed to a user with the correct language skill automatically eliminates endless dispatching from user to another user because they don't know the language.

All cases were tracked in Excel by individual service coordinators and, therefore, they were unable to share workload or centralize services. We used a custom program for technician scheduling that could not be easily expanded to multiple service branches, where only central office had this functionality. All communications (emails) were with individual service coordinators, resulting in inconsistent communications. Service Cloud changed all that.

Logging activities and creating opportunities are easier than before, and it provides visibility of the sales pipeline.

The business for one of our client was completely based on Excel for renewing the business. With the implementation of a complete Service Renewal Cycle using Salesforce, their threshold value of conversion got reduced from 1-2 weeks to a single day!

It's increased our contact centre agent efficiency.

If you can get customers to self-serve, this is invaluable and save your customers' time and your staff's time. Our NPS actually went up when we introduced this as customers loved self-service and our cases went down by 50%.

It's a great tool for collaboration because it can track and share everyone's input. You can also configure workflow rules to enforce process.

A custom community helped us to build a T2 channel partner community, which has bidding and price approval features. It also improved our productivity compared to our competitors. It doesn't require too much coding.

Service Cloud has allowed our organization to centralize multiple tools and resources into one tech stack that has optimized our ability to coordinate service efforts across the organization.

• Collaboration using Chatter
• Reporting using Wave Analytics
• Call center
• Case Feed
• Console