Salesforce PARTNER KOFANA

ADDAX Manage Customer Service Processes on Salesforce!

PROBLEM

Managing customer demands and customer communication processes from different channels on a single platform

SOLUTION

Customer life-cycle became accessible and traceable on a single platform. Customer demands and customer communication processes have been recorded on a shared platform and become easily manageable. Case solution process was improved. Case reporting was established.

Problem

  • Not being able to trace customer cases on the system.
  • No integration with the call center
  • No central access to customer information
  • Communication processes with the customer were managed outside the system
  • Not being able to trace the documents used in the customer service processes on the system

Solution

  • Service Cloud was installed. Case management was established with E-mail-to-Case and live chat. Case reporting was established.
  • A solution was developed for call center integration
  • Effective customer management was established by allowing access to customer information on Salesforce
  • Communication processes with customers (phone, chat, social media) on Salesforce was established.
  • Case solution process was improved by establishing the Knowledge Center.

 

Salesforce PARTNER KOFANA

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