Boosted Cyber Security Company's Efficiency by 30% with Service Cloud Implementation

The company offers security analytics and automation software and services for organizations to reduce the risk of a breach, detect and respond to attacks, and build effective IT security programs. The Corporation strengthens over 7800 customers' ability to defend against everything from opportunistic drive-by attacks to advanced threats. The Corporation needed a way to make its service processes more efficient by enhancing its case management system.

Business Needs

Environment

IT Environment

Business Challenges

Customer support struggled with a high volume of cases and slow response time

No knowledge management to support customers with lessons learned increasing the workload of the customer support team

No feedback mechanism on customer satisfaction or a way to identify gaps in the team’s efficiency

Delay in customer onboarding time and ticket resolution as customer information was spread across different sources and there was no singular channel to facilitate collaboration between different teams

Critical need for post-deployment support to keep the Rapid7 system up and running on the Service cloud and resolve issues such as:

Broken email-to-case functionality

Cases became exposed to all the internal users and not just to rightful case users, which put client confidentiality and critical information at risk

New cases were automatically assigned ‘in-progress’ status, increasing pressure on the case inventory and the support team

Solution

Service Cloud and Experience Cloud Integration: Developed Salesforce Experience site for customers using a custom template for a responsive, self-service portal and connected it to Service Cloud for the support team

Case Deflection: Allowed access to knowledge articles on the Experience site empowering customers to resolve issues on their own without opening a new case

Email-to-Case Functionality: Setup email updates to create or update cases, e.g.: When a case is created a customized email template goes to the customer to confirm the case creation

1. When a case is created a customized email template goes to the customer to confirm the case creation

2. When the customer is not satisfied with the solution for a closed case, they can reopen the case within a specific number of dayss

Case Routing System:Used a third-party app integration Q-Assign to route cases to the proper teams, based on the product type, issue type, etc.

Zoom Meeting Feature:Enabled customers to schedule a zoom meeting with support engineers to explain their issue

Filtered-View: Created filters using multiple criteria for the support team to view a specific set of cases from the same accounts

Feedback Mechanism: Created support surveys to take feedback from customers on their experience

Centralized Communication Channel: Integrated Slack, with Service Cloud and other apps, as a central channel for communication, that sends timely notifications to agents about their cases and makes data collection and reporting faster

Result

20% case deflection with the knowledge management system helping the support team save time and effort

One-click onboarding solution led to improved customer experience and decreased onboarding time

Increased customer engagement as customers viewed, created, commented on their cases and received updated on any device over email

Customers saved time and had better visibility of their cases

Outcome

20% case deflection with the knowledge management system helping the support team save time and effort

One-click onboarding solution led to improved customer experience and decreased onboarding time

Increased customer engagement as customers viewed, created, commented on their cases and received updated on any device over email

Customers saved time and had better visibility of their cases

Boosted Cyber Security Company's Efficiency by 30% with Service Cloud Implementation

Business Needs

Environment

IT Environment

Business Challenges

Solution

Result

Outcome

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