Case Study: Splunk achieves stronger customer support with GyanSys consulting

Pure consulting to enhance customer support

Splunk, a technology company based in San Francisco, needed expert help improving its Salesforce setup for customer support. Working with GyanSys and Salesforce Service Cloud and Customer 360, Splunk faced challenges with limited automation, rigid processes, scattered information, and aging functionality that had not been updated since 2019.

GyanSys provided advisory and consulting services to review Splunk’s current environment, recommend enhancements, and identify improvements to the case lifecycle, integrations, security, reporting, and global rollout. As a result, Splunk gained a more stable foundation for future growth, improved reporting, a better user experience, and launched in three global markets, while also reducing technical debt and aligning service-level processes.

Splunk

Jen Huang

Head of Security Analyst Operations