Case Study: a multinational business software company achieves faster, more efficient customer service with Persistent Systems and Salesforce Service Cloud

Customer Service Transformation: Awesome Agent Experience

A multinational business software company specializing in financial software faced significant customer service inefficiencies. Their agents were losing productivity by constantly switching between numerous tools, and a lack of a centralized knowledge management system further complicated their workflows. To address this, they partnered with Persistent Systems to implement a solution using Salesforce Service Cloud.

Persistent Systems streamlined operations by rationalizing over 220 tools down to just 33. They created a Customer 360 view and leveraged Service Cloud’s features, including Service Cloud Voice, to automate workflows and provide a single console for agents. A centralized knowledge center was also established. These actions led to dramatic results, including an 89% reduction in call handling times and a 90% reduction in opportunity creation time, drastically improving agent efficiency.