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Our client manages an online portal dedicated to course consultation. This platform serves as a vital bridge connecting curious minds with the knowledge they seek, responding to a substantial volume of inquiries daily. These inquiries, each a request for course quotations, present a complex challenge in terms of management and response efficiency. To handle this, the client has been utilizing Salesforce Service Cloud, a robust solution for business needs. However, the evolving demands of their operations called for an enhanced approach to manage their growing customer interactions and service requirements.
The client was facing two challenges blocking the path of serving its customers’ efficiencies.
Firstly, the client was struggling with request handling. The sheer volume of requests was staggering, and the data was scattered across various objects. This made it difficult to manage and increased the average client handling time. As a result, they were experiencing a loss of revenue.
Secondly, the Configure-Price-Quote (CPQ) system was not implemented correctly. Gathering information about past orders was time-consuming, and creating new offers was inefficient.
In summary, the client was facing two major challenges;
After a careful analysis of the client’s challenges, Cyntexa proposed the implementation of Salesforce Vlocity Communication Cloud. Vlocity provides omnichannel solutions for sales, service, product catalogs, CPQ, and order management. The implementation of Vlocity significantly improved the request-handling process and optimized CPQ for more efficient usage.
That’s not the end of enhancements made by our solutions, it is just the beginning. This solution has sparked a cascade of advancements,
“The Cyntexa team is not just a group of experts, they are masters in their respective domains. When we needed to implement the Vlocity Communications Cloud, a fresh addition to Salesforce, they embraced the challenge with open arms. Their dedication and expertise turned a complex task into a seamless experience.”
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