Client Overview
- Industry: Internet
- Location: San Francisco, California, USA
- Company Size: 1000+ Employees
The Challenge
Our Client scaled, their customer service operations struggled to keep pace. The support team was overwhelmed by:
- Slow first response times and inconsistent agent productivity.
- Disconnected communication channels (email, chat, phone).
- Limited real-time reporting on customer experience metrics.
- Lack of scalability and difficulty in maintaining service levels.
✅ Our Solution: Salesforce Service Cloud Implementation
Appsavio partnered with Airtable to implement Salesforce Service Cloud, delivering a scalable, automated, and data-driven support system.
Key Features Deployed:
- Omni-Channel Routing: Unified sales process across all regions.
- Service Console App: Custom sales stages with guidance for reps.
- Knowledge Base: Automated quote creation and approval workflows.
- Automation Rules: Real-time pipeline, revenue, and performance insights.
- Einstein Bots: Empowered field reps with anytime access.
- Reports & Dashboards: Seamless integration with Outlook & Gmail.
Results & Impact
| Metric | Before | After |
|---|---|---|
First Response Time (FRT)
|
12 hrs | 1.5 hrs |
Average Resolution Time
|
48 hrs | 12 hrs |
Customer Satisfaction
|
75% | 92% |
Agent Productivity
|
N/A | +20% |
Self-Service Deflection Rate
|
N/A | 35% |
Conclusion
With the help of Appsavio, their customer support operation evolved into a high-performance, AI-enabled service engine. From smarter ticket routing to reduced resolution time and increased self-service adoption, the impact was transformational—both for agents and customers.
We’ve helped teams solve big challenges and scale faster. Begin your journey with appsavio and let us tell your story next. [Contact Us]
