Case Study: Exchange Communications improves customer service and reduces admin with Cloudreach

Exchange Communications - Customer Case Study

Exchange Communications, a global business offering communications solutions, faced a significant challenge. Their sales, service, and contract systems were disjointed, leading to duplicated paperwork and inefficient manual data entry across multiple third-party platforms. They partnered with Cloudreach for a greenfield implementation of Salesforce's Sales & Service Cloud to create a unified, customer-centric platform and streamline their complex operational processes.

Cloudreach implemented a comprehensive Salesforce solution that integrated Sales and Service Cloud, automated case creation, and managed multi-currency conversions with custom Apex code. They migrated vast amounts of legacy data and provided extensive training, which eliminated old systems. The result for Exchange Communications was a dramatic reduction in administrative hours and data duplication, leading to improved customer service, better departmental reporting, and enhanced productivity for their sales and engineering teams.

Exchange Communications

Lorraine Connolly

Finance Manager