Case Study: Salesforce achieves faster case resolution with ScreenMeet

Salesforce cuts case resolution time to 27.5 minutes with ScreenMeet

Salesforce was facing a challenge in increasing its first-call resolution rate and improving the customer support experience. Their agents lacked a streamlined way to integrate screen sharing directly into customer interactions, and customers had no easy, download-free method to share their screens during a support chat or call. To address this, they turned to the vendor ScreenMeet.

ScreenMeet implemented its solution by embedding it directly into Salesforce's Service Cloud, enabling single sign-on for agents and writing all data back to the Salesforce Org. This provided a seamless, web-based screen sharing tool that required no downloads for agents or customers. The solution resulted in a 35% increase in first contact resolution and drastically reduced case resolution time from 5.6 days to just 27.5 minutes, demonstrating a significant measurable impact for Salesforce.

Salesforce