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13 Questions to Ask Before Selecting a Systems Integrator for Salesforce Service Cloud

Nov 16 · 7 min read

Service Automation within customer relationship management (CRM) consolidates many manual customer support and services functions into an automated platform. The goal of Service Automation is to maintain high-quality service levels while automating support tasks. Service Automation is a game-changer for many businesses because the right platform can increase customer satisfaction and streamline manual work.

 

In a recent study comparing high-performing vs. low-performing customer service and support teams, Salesforce Research uncovered some interesting statistics about why the platform is critical to optimal performance.  According to the Salesforce Research “State of Service” report, high-performing service teams are:

  • 4.8x more likely to excel at mobile customer service

  • 1.8x more likely to give agents a complete view of customer information

  • 1.6x more likely to use analytics to improve customer service

The data is clear.  The right tools can increase customer satisfaction and drive growth while reducing personnel costs.

The pandemic has accelerated this even further.  According to the Salesforce State of Service Report, 88% of service teams say the pandemic exposed their tech gaps.  With these tech gaps, the customer support and services team has borne the brunt of customer frustration, so many companies are investing in making the customer support process more seamless and streamlined with tools like Salesforce Service Cloud.

 

Salesforce Service Cloud

Salesforce Service Cloud is a Service Automation tool that is part of the Salesforce CRM platform, specifically designed for the usage of customer service and support. Service Cloud empowers organizations to streamline workflows, automate service processes, and aid customer service agents to better support the customer through knowledge base articles, topics, and experts. Service Cloud enables personalized support engagement with every customer across multiple channels and devices.

Salesforce Service Cloud can increase the performance of your customer service and support teams.  Salesforce Service Cloud has 3 core areas: case management, agent workspace, and service process automation.  Service Cloud has some unique and in-depth support cases as well.  For example, it can help you “listen to” customers on social platforms, then enable response and automatically route cases to the most appropriate agent with the best skills to solve the issue in the case. It also tracks customers’ assets, orders, and support history, for a single, unified view of their interactions. With it, you can speed up resolutions through a knowledge base filled with relevant articles and a sophisticated article search function. You can also embed customer support software into apps. Mobile support can also enable live agent video chat, screen sharing, and guided assistance. And all of this can be integrated seamlessly into Salesforce Experience Cloud.

Key Features of Salesforce Service Cloud

  • Case Management & Deflection

  • Agent Workspace

  • Service Process Automation

  • Omni-Channel Routing

  • Cross-Channel Support

  • Personalization

  • 360 Degree Customer

  • Productivity Tools for Agents

  • Knowledge Management

 

To get the most out of Salesforce Service Cloud, your implementation needs to be configured correctly for your support needs, optimized for best practices, and set up properly to help you meet your ticket objectives. So what criteria should you consider when selecting a systems integrator for Salesforce Service Cloud?

 

13 Questions to Ask Before Selecting a Systems Integrator for Salesforce Service Cloud:

  1. What is your Salesforce ecosystem expertise?  The Salesforce product suite is vast, and there are many different ways to approach your implementation architecture. Ideally, you have a partner who can architect your implementation with a perspective of the fewest steps, but also accounts for scale and future growth.

  2. Have you focused on customer support or service? Service insight and knowledge are pivotal for a good experience, according to 62% of consumers. A systems implementation that makes it quick for the agent to navigate through the interactions with the customer is essential to a positive customer experience. Your systems implementation partner should have expertise with customer support and service use cases to make the customer interaction as efficient as possible.

  3. What is your experience with Salesforce Salesforce Service Cloud? Service Cloud expertise is relevant because a great systems implementation partner will proactively approach workflows and thinks through functions like streamlining click-throughs. Additionally, anticipating risks is a critical factor in realizing faster time-to-value.

  4. In addition to the last question on Service Cloud, what specific Field Service Cloud Components have you worked with?  Ask them specifically what they have delivered in the service cloud, for example, lighting, case management, order management, etc. Good consultants will give you a well-crafted, thoughtful response. Responses that gloss over the components can indicate they may not have much experience with that particular cloud.

  5. What have you delivered for customers like us?  What problems like mine have you solved?  Each systems implementation partner you are considering should be able to give you examples of similar use cases. They should be able to easily tell you how long it took and how much it cost. They should have a precise answer, and a vague response may be a warning signal that they may not have experience with similar use cases.

  6. What kind of implementation model do you follow? Some firms expect you to know the product, want you to anticipate all the risks, and need you to be the product owner. They just implement and move on.  Other firms, like theCodery, offer all of the above as a trusted implementation partner with our product expertise. You get a partner that is as invested as you are in the success of the implementation. theCodery is with you in the trenches and stays with you after go-live to ensure you have everything you need to meet your objectives.

  7. How deep is your Integration development experience? This is an essential question if you are looking at integrating multiple systems with SFDC. Some organizations need quick point-to-point integration. Other organizations need much deeper integration with ERP systems and more complex systems like Mulesoft, Informatica, etc. Depending on your needs, be sure to ask about their depth of integration experience, how technical their team is, and if they have worked with middleware.

  8. How do you manage projects? See how the systems implementer discusses typical project elements of scope, schedule, budget, and risk. How they describe this gives you an idea of their experience levels. Additionally, you should ask them how they manage projects with a given set of deadlines and budget constraints (for example, project management for a 3-month project that delivers multiple projects). They should be able to address this succinctly if they have enough experience.

  9. How can you make changes in SFDC with minimal pain? This is a change management question, and many firms overlook the change management process.   Changes are inevitable, so you need a partner that will plan for change adoption upfront.  Change management in the form of communications, outline benefits of change, internal PR, test application, training for go-live, and enablement after go-live.  We see this often being an afterthought, and planning for it proactively can reduce issues and user frustration.

  10. What is your experience with analytics? How have you worked with clients around KPIs and metrics for Service Cloud?  Performance is important, know-how around SLAs, etc. Metrics in customer support and services are table-stakes.  You simply cannot have high-performing customer support and services functions without the right analytics in place. You should find a partner that works with you on establishing your KPIs and metrics upfront, then builds the implementation roadmap accordingly, so you will be ready to start reviewing reporting right after launch.

  11. What is your experience with multi-channel support? Customer engagement happens across channels, and consistency across those channels improves the customer experience. Support is no exception. Customers want to communicate and get a resolution through the channels they choose. Be sure to select an implementation partner accustomed to multi-channel environments and can help you across all channels.

  12. What is the time to get started?  Many large firms are booking up months in advance, so while you may be ready to go, they may be 6 months out still.  TheCodery is known for being nimble. With most projects, theCodery can get started quickly and get faster time-to-value than our larger competitors.

  13. Ask specific questions for exactly what you are trying to accomplish. For example, this is one we often get asked, “How do we set up an x-type of customer with a contract?”  They should be able to specifically address what you are asking and give you an example by industry.  One specific scenario is “how do you set up medical devices like a mammography machine contract with a customer that manages multiple orders, has field services technicians, complicated with hardware inventory racked and deployed?”

Any reputable systems implementation partner needs to focus on full-service process delivery in Salesforce because Service Cloud can do a plethora of things for an organization. It can aid in reactive customer case management via email, chat, and phone.  It also routes cases to the appropriate people to analyze the problem to communicate quickly and resolve the issue efficiently. It is a very broad, comprehensive solution, so you likely need a partner with deep experience to help you scope out what you need and don’t need.

How to get started: 

Need help navigating how to implement Salesforce Service Cloud?  theCodery is a Salesforce partner that has delivered hundreds of successful Service Cloud implementations and has 5-star reviews across the board on the Salesforce partner site.

How theCodery can help you with Salesforce Service Cloud: 

  • Faster Case Resolution: Improve the quality and scale of customer support to resolve cases faster.

  • Improve Customer Satisfaction: Support customer interactions on any channel and improve every customer engagement.

  • Increase Productivity: Automate business processes with intelligent workflows that will increase your support team’s productivity.

  • Complete View of the Customer:  View actionable insight with each customer interaction and share that with other agents that work with the customer.

  • Track Metrics and KPIs: Get insights quickly with robust reporting and custom dashboards so you can quickly and accurately gauge your services and support functions.  

If you have any questions for theCodery about our team, our process, or our Service Cloud clients, please get in touch with us at: https://www.thecodery.io/contact-thecodery

 

About theCodery’s Systems Implementation Services: 

theCodery understands the challenges in support and offers a personalized approach for each Salesforce Service Cloud implementation while leveraging our deep been-there-done-that and best-practice expertise to ensure you get the most value out of your Salesforce deployment.  We leverage an agile approach with all development, optimization, and integration projects.

Whether you are trying to broaden your engineering and development capabilities, reduce technical debt, integrate tools you are unfamiliar with, or create new applications, theCodery has a proven track record of solving problems and streamlining complexity in customer service and customer support.

theCodery: Accelerate your time-to-value on Salesforce with a trusted partner that delivers scalable architectures that are tailored to delight your customers.

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