The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.  

Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.  

These kinds of features have helped to save costs while improving the customer experience. 

I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.

Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects.

I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.

Our main use cases for Salesforce involve order submission and managing the shopping cart. Additionally, we utilize various modules, including the Salesforce Service Cloud, for our online channels. The platform is instrumental in submitting orders and seamlessly integrating them into downstream systems.

We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

Our customers have different use cases. One company in the B2B sector specializes in HVAC and EC systems. They utilize Service Cloud to address customer requests, such as warranty-related issues. Customers can interact with Service Cloud to generate cases for their problems, and the entire case management process takes place within the platform.

Another scenario involves banking customers who use Salesforce Service Cloud. They leverage it for various purposes, including handling inquiries related to loan applications or service requests to enhance their overall customer service.

Lastly, insurance providers also find value in Salesforce Service Cloud. When a customer is onboarded, they can use the platform to raise questions or seek resolutions regarding policy entitlements or other related matters. These are some of the primary use cases.

The customer call center and the Salesforce people wanted to check the status of delivery, but the delivery fulfillment is happening in ECC. To cut response time, we enabled a button that fetches all the relevant info from ECC and pass it on.

The strongest use case has been warranty and warranty case management, as well as some repair services.

We use Salesforce Service Cloud for CRM.

We basically use this software for Customer relationship management.

I have used it several times for past employers and clients. The most recent was a medical device firm that needed to document issues reported by customers regarding the use of their products.