Case Study: Salesforce achieves faster mobile case escalation and response with Derdack Enterprise Alert

Salesforce speeds case response in real time with Derdack

Salesforce, a leading CRM platform, sought a faster way to notify its mobile and on-call staff in real-time when critical cases were opened or updated within its system. To address this challenge, they turned to Derdack and its product Enterprise Alert for reliable mobile alerting with tracking and escalation capabilities.

Derdack implemented a solution using Enterprise Alert's REST API to integrate with the Salesforce Service Console. This integration automatically pushes case information to the alerting platform, which then delivers persistent notifications via mobile app push, SMS, and voice calls. The result was a significant speeding up of response times to critical issues, freeing up operational resources and ensuring problems are handled no matter where a team member is located.

Salesforce