SOFTSQUARE CASE STUDIES

  • Geography : UK
  • Products : Fractional Admin
  • Industry : IT Services

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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.