Helpdesk system setup for faster resolution of salesforce issues
Our client is a leading tile and stone retailer serving the design industry. Their customers include homeowners, designers, builders, contractors, architects, and installers. They had been using Salesforce for five years but struggled to maximize its potential. Their operations were hindered by inefficient issue resolution, lack of transparency in task management, and coordination difficulties with multiple vendors.
The client needed a streamlined system to manage vendor communications, track and resolve issues efficiently, and ensure a structured workflow for project execution. They sought a technology partner to help them integrate a centralized solution that would improve operational efficiency and reduce project delays.
We proposed and implemented a helpdesk system that allowed employees to raise issues via tickets. This system ensured seamless tracking, assignment, and resolution of tasks. It also provided real-time updates to stakeholders and optimized task delegation to the right support teams, improving workflow efficiency.
Coordinating with multiple vendors was difficult, leading to delays in issue resolution.
Each vendor used different project management tools, creating inefficiencies.
The client struggled to track which vendor was responsible for specific tasks.
The absence of an efficient issue-tracking system led to extended project timelines.
A lack of oversight mechanisms made it challenging to identify and address project bottlenecks.
- 1
Implemented a helpdesk portal where department heads could log issues related to bugs, process changes, and new requirements.
Configured an automatic notification system to keep stakeholders informed about ticket progress in real time.
2- 3
Integrated instant messaging and chat features to facilitate quick communication.
Created a structured framework to assign tickets to the most relevant support agents, ensuring prompt issue resolution.
4- 5
Designated clear responsibilities for issue resolution, ensuring continuous updates and efficient handling.
- 40% Faster Issue Resolution: Automated workflows reduced the time required to address issues, significantly enhancing operational efficiency.
- 35% Improvement in Project Execution:Standardized processes and tool consolidation led to smoother operations and better collaboration.
- 50% Increase in Transparency: Real-time tracking allowed the client to monitor tasks efficiently, eliminating confusion in assignments.
- 30% Reduction in Project Timelines: Streamlined workflows and faster issue resolution led to quicker project deliveries and enhanced responsiveness.
