Case Study: a leading healthcare platform improves support efficiency with Bounteous Salesforce Service Cloud implementation

Developing and Implementing Complex Integrations

Bounteous partnered with a leading healthcare platform in India that connects patients with healthcare providers. The client was facing challenges with its expiring Freshdesk support application, which was unable to support the business at scale and created inefficiencies in capturing call logs and notes. They needed an efficient solution to enhance customer support and wanted to implement Salesforce Service Cloud on their existing Sales Cloud instance to automate workflows and eliminate the burden of managing multiple separate platforms.

Bounteous designed and implemented Salesforce Service Cloud, completing a complex migration from Freshdesk with zero downtime. The solution included integrations for computer telephony (CTI), web, email, social media, and live agent functionality. This implementation significantly decreased the team's response time, enhanced overall productivity with features like round-robin ticket assignment, and reduced overhead by eliminating redundant application subscriptions.