Industry

Manufacturing

Solution

Salesforce

Location

USA

About the Client

Headquartered in Norwalk, Connecticut, the client is a leading American instrumentation engineering company. With over 60 years of experience in the industry, the company is a trusted name in the field of highly engineered process measurement and control solutions for different industries. As a customer-centric business, they are committed to providing exceptional service and support to clients, making them a preferred choice for advanced and innovative solutions for process control needs.

Business Challenges

Integration errors with ERP and third-party apps during data processing
Customer service agents experienced difficulty in receiving alerts from customers
Complex case management due to increase volume of inquiries
Unused cart data stored in the database impacting performance

Business Solution

Designed an Apex program to create notification alerts.
Developed an automation tool and integrated it with a third-party application to send notifications.
Implemented automation to the process and Einstein, and knowledge articles to identify and resolve issues.
Developed automation and integrated it with “Cart Removal” plugin to remove unused cart data.

Key Outcomes

Prompt

Error identification and resolution

Quick

Response delivery to waiting customers

Reduced

Caseloads for agents

Automatic

Deletion of unused cart data

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