Case Study: Financial Services Company achieves improved case logging accuracy and reduced internal costs with Improved Apps

Financial Services Company - Customer Case Study

Financial Services Company engaged Improved Apps to improve the DSM (Digital Service Manager) experience on Salesforce Community Cloud after customers and staff faced a confusing sales and case-management process. With 36 case types, limited information and frequent logging errors, the organisation saw poor data quality, incorrect follow-ups and high internal support and training costs.

Improved Apps delivered a business-owned solution using in-page field help, Help Flows and a top-down help tree, plus Lightning components to track page visits and surface contextual guidance. The result was fewer inbound DSM calls and cases, improved case-logging accuracy and data quality, higher customer satisfaction, and reduced internal training time and cost — demonstrating clear operational and customer-impact improvements driven by Improved Apps.