⦾ Current email case support system is cumbersome and manual.

⦾ Support process is complex.

⦾ Moving agents from call to email support is a complex process since agent skill reallocation/updating could not be done in the email support system.

⦾ Support email system was integrated with security system; replacing one would require changing both.

⦾ System could not change page layout dynamically when case type was changed.

⦾ Agents could not resolve cases efficiently.

⦾ Implemented Service Cloud with following to support Agents: Custom Service Cloud Consoles, Support Process, Process Automation, Knowledge Articles, Solutions, Cases Created/defined by type, plan family and other key factors.

⦾ Email to case to support 100 support email Id’s.

⦾ Implemented agent custom skill assignment console for managers.

⦾ Implemented Email Case Queues based on the priority.

⦾ Created Reports & Dashboards to track case SLA’s & KPI.

⦾ Cases are now created through email IDs.

⦾ Agents are assigned to cases dynamically based the on priority and agent profile.

⦾ Manual work is now reduced and optimized.

⦾ When needed, support managers can now reassign agents to high traffic case queues.

⦾ Case resolution times are now consistently meeting KPIs.

⦾ Agents are now able to see multiple components of data on one screen.

⦾ Leadership has clear visibility in to reports and dashboards to measure ROI.