Salesforce Service Cloud empowers customer support and organizations to automate service processes, streamline workflows, and enable customer service agents to support the customer better. Service Cloud facilitates personalized engagement with customers across channels and devices. Because it streamlines processes and workflows, it can increase the productivity of your customer service and support teams while also increasing customer satisfaction.
But the value you get out of Salesforce Service Cloud heavily depends on how you implement it and the integrations you build for it. Your implementation needs to be configured correctly for your support needs and industry best practices. But any implementation can have risks and can result in a failed project. With this in mind, here are some of the top risks in implementing Salesforce Service Cloud.
Here are the critical risks in implementing Salesforce Service Cloud & what to do about those risks:
A flawed hand-off process between Service Cloud, Marketing Cloud, or Sales Cloud. Customer service and customer support tie into sales and marketing functions heavily. Using too many disparate systems with faulty integrations, you risk a poor hand-off between the organizations and a negative customer experience. Architecting your existing systems and the process flows upfront is essential. A sound systems implementation partner will help you map out the customer experience and process flows at the start to ensure a seamless experience for your users and customers.
Change management and planning for users adoption. Many firms overlook the change management process. Changes are inevitable, so you need a partner to prepare for change adoption from the beginning of the project. Change management can take many forms. It can include communications, outlining benefits of change, internal PR, testing application, training for go-live, and enablement after go-live. We see this often being an afterthought, and planning for change management proactively can reduce issues and user frustration.
Clear key performance indicators and metrics identified for your Service Cloud implementation. And if you have clear KPIs specified, do you have your system configured to measure them easily? Performance is essential, know-how around SLAs, etc. Metrics in customer support and services are table-stakes. You 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.
Budget & timing. If you bring on a systems implementation partner for Service Cloud, they should easily tell you how long it should take and how much it should cost based on similar use cases. Dive deep into this with them as many partners gloss over the details and end up over budget. If you are doing it internally, ensure that the team understands all the details and maps out a realistic budget and time frame. We often get brought in when projects are over budget and way overdue.
Point-to-point integrations vs. in-depth integrations. Some organizations need quick point-to-point integration, but others need deeper integration with ERP systems or more complex systems like Mulesoft, Informatica, etc. Before you start, make sure you understand the depth of the integrations you will need and build a robust integration plan. For Service Cloud, integration into Salesforce Experience Cloud is critical if the client has both cloud products.
Experience with Salesforce and Service Cloud. Your implementation will not run smoothly unless the implementers have experience with Salesforce. Furthermore, they need to understand customer support best practices and how Salesforce Service Cloud can be the foundation of this function. This expertise is relevant for streamlining workflows and steps for customers and agents. Prior experience in these areas will help you anticipate risks for faster time-to-value.
Familiarity with Field Service Cloud Components. When you speak with potential partners, ensure they have experience with lighting, case management, order management, etc. They should also have expertise in full-service process delivery because Service Cloud can do a plethora of things for an organization. Be sure to ask about their experience with:
-Case Management- reactive customer case management via chat, email, or phone.
-Agent workspace configuration.
-Services process automation that routes cases to the appropriate people to analyze the problem, communicate quickly, and resolve the issue efficiently.
-Mobile support- live agent video chat, screen sharing, and guided assistance.
-Social media monitoring- “listen to” customers on social platforms.
-Customers’ assets, orders, and support history
-A knowledge base of relevant articles with a sophisticated search function.
-Embedding customer support software into apps.
Many critical risks are associated with implementing Salesforce Service Cloud, but you can work with a trusted partner to ensure your implementation runs smoothly. You have to ask the right questions when interviewing systems integrators (View our blog on Questions to Ask Before Selecting a Systems Integrator for Salesforce Service Cloud.)
theCodery understands customer support and customer service functions. theCodery can offer a personalized approach for your Service Cloud implementation while leveraging our deep Salesforce expertise to ensure you get the most value out of Salesforce.
We can help you implement Salesforce Service Cloud to achieve the following results:
Increase Customer Satisfaction: You can improve customer satisfaction and improve loyalty by allowing for customer interactions on any channel.
Improve Productivity: You can automate business processes and workflows to improve the productivity of your support team.
Accelerated Case Resolution: You can increase the scale and quality of customer support to resolve cases faster.
End-to-end View of the Customer: You can gain visibility into each customer interaction, and agents can share that information across the team. Hence, the customer has a seamless experience.
Track Metrics and KPIs: You can get insights quickly with custom reporting and dashboards to quickly determine the health of your services and support functions.
theCodery is a Salesforce partner that has delivered many successful Service Cloud implementations and has 5-star reviews on Salesforce.com. If you have any questions about theCodery or our Service Cloud clients, please reach out to us at: https://www.thecodery.io/contact-thecodery
theCodery: Accelerate your time-to-value on Salesforce Service Cloud with a trusted partner that delivers scalable architectures that are tailored to delight your customers.