Case Study: Automic achieves 30% faster ticket resolution with Nagarro’s Salesforce Service Cloud

Automic - Customer Case Study

Automic, an international software product company focused on enterprise job scheduling and workload automation, needed to unify customer service processes after acquiring another company using Salesforce. Its existing Salesforce setup was not scalable or flexible enough to support evolving business needs and to merge service operations into a single global system. Nagarro was brought in to help with Salesforce Service Cloud and related customer service capabilities.

Nagarro implemented a step-by-step roadmap for end-to-end deployment, integration, and phased data migration to Salesforce Service Cloud, using mostly out-of-the-box features with minimal customization. The solution included a unified process for incidents, problems, and relationship cases, plus a user-friendly customer portal built with Salesforce Communities. As a result, Automic achieved a fully integrated customer service platform and a 30% reduction in ticket resolution time, helping improve customer insight and support business growth.