An internationally operating corporation faced the challenge of restructuring its opaque service process. Improved service optimization with Salesforce was essential to streamline operations and establish an efficient structure using a CRM solution. The process suffered from problematic reporting and inconsistent data, while resource constraints exacerbated inefficiencies. The goal was to create an efficient customer service system leveraging a CRM solution. As an IT service provider, we recognized the need to increase transparency and enhance overall customer service.
Without Salesforce-based service optimization, the company risked inefficient workflows, dissatisfied customers, and insufficient process control. The main challenge was to analyze existing structures, address weaknesses, and modernize the service process. Using Salesforce as the CRM platform, we aimed to ensure auditability and establish the foundation for optimized customer service. The complex initial situation required a comprehensive strategy to achieve lasting efficiency improvements and a modern service process.
As an IT service provider, we started with an in-depth analysis of the current state to enable service optimization through Salesforce. The steps included:
The findings were aligned with historical data while considering legal requirements. A single-channel strategy ensured acceptance through transparency. Our objective was to preserve effective structures while introducing new Salesforce processes. This not only increased efficiency but also enabled an optimized, fully auditable customer service process. We emphasized stakeholder involvement to anchor the Salesforce-driven service optimization and implement the process restructuring effectively.
Implementing Salesforce required close collaboration with teams to optimize data flows and improve communication. Iterative testing and adjustments ensured the CRM solution met corporate requirements and provided a strong foundation for efficient customer service.
Workshops were used to design the enhanced service optimization with Salesforce. The Salesforce CRM was customized to optimize service delivery. A BPMN process was developed to address both legal and business challenges. A structured Knowledge Base and targeted training supported the process restructuring and ensured efficient customer service.
Management and customer reporting were implemented, including full audit capabilities. As an IT service provider, we supported the transition to operational use and continue to offer consultancy for optimized customer service. The Salesforce-driven service optimization resulted in a scalable solution that improves transparency and efficiency. Resource constraints were reduced, collaboration strengthened, and the service process made future-ready.
Enhanced service optimization with Salesforce enabled a modern process structure, positioning the corporation as a leader in customer service. With a clear focus on transparency and efficiency, the service was improved, delivering long-term competitive advantages. Our solution as an IT service provider provides a solid foundation for sustainable growth and high-quality service performance.