SOFTSQUARE CASE STUDIES

Geography : UK
Products : Fractional Admin
Industry : IT Services

InCloudCounsel

InCloudCounsel is the largest global provider focused on automating and enhancing high-volume legal processes.

Kharis Capital

Salesforce admin support – Case study – Kharis Capital – A Fractional Salesforce Administrator provides the most cost-efficient way to implement, manage, and administer Salesforce Implementation.

SyncFusion

COMPANY BACKGROUND

Syncfusion provides the World’s Best UI Component Suite for Building Powerful Web, Desktop, and Mobile Apps.

FRACTIONAL ADMIN SERVICE PROVIDED

From 2013 to Till Date
Fractional Admin – Business Package
40 Hrs / Month

CHALLENGES

Some case updates, follow-ups were missed by service agents during support process.
Service agents miss some supervisor approvals while handling support cases.
Due to wrong field updates, system is bombarded with invalid data..
Service Reps were facing issue with accessing accounts and contacts related to the Cases they were handling..

SOLUTION

With Process Builder Reps were updated through auto emails based on some field and record updates
Workflow rules were created to put cases on waiting for Approval.
Multiple Validation Rules were created to verify field data combinations before saving it.
Sharing Rules were created to give read only access to Reps on the Accounts and Contacts they are working on..

RESULT

End customers experienced 40% faster case resolution.