Case Study: a leading cost-containment technology provider achieves 40% faster case resolution with Persistent Systems and Salesforce

Improving Case Resolution and Operational Efficiency

Persistent Systems worked with a leading cost-containment technology provider that was struggling with long case resolution times, complex enhancement requests, administrative overhead, and limited automation and security. The company needed a scalable way to improve productivity across its case management and quoting processes, using Salesforce-based tools.

Persistent Systems implemented Salesforce Service Cloud, Salesforce Sales Cloud, and Salesforce CPQ, along with features such as Email-to-Case, Auto-Response, Case Routing, and Omnichannel configuration. As a result, the customer achieved a 40% reduction in case response and resolution times and reached 100% SLA compliance for business teams, significantly improving operational efficiency.