Case Study: ABB E-Mobility scales service operations with Cloud Integrate

ABB E-Mobility standardizes SLA management across 100,000+ chargers with Cloud Integrate

ABB E-Mobility, the EV charging division of ABB, faced a challenge where its rapid sales growth was outpacing its reactive service operation. Their Salesforce Service Cloud platform was underutilized and lacked administration, leading to a growing case backlog, scattered knowledge, untrackable SLAs, and high agent turnover. Cloud Integrate was engaged to help redesign the service experience.

Cloud Integrate implemented its RISE program to stabilize, upgrade, and redesign the service operation on Salesforce Service Cloud. The solution included configuring asset-level SLA management with automated escalations, centralizing knowledge management on the KCS® methodology, and defining new process owner roles. The results included standardized SLA management, improved first-time resolution, and a centralized knowledge base. The successful project delivered a blueprint that is now being rolled out across ABB E-Mobility's global operations.

ABB E-Mobility