Case Study: British Multinational Petroleum Company improves customer experience with Sphere Partners

British Multinational Petroleum Company improves customer response speed with Sphere Partners

The British Multinational Petroleum Company sought to improve its customer experience and sales operations by enhancing its Salesforce instance. Their challenge was to integrate new live chat functionality that could pull customer data in real time for agents and automatically create support tickets, requiring a solution that could handle both new leads and existing customer data efficiently. They partnered with Sphere Partners to address this.

Sphere Partners developed new data models and wrote custom Apex and JavaScript code to extend Salesforce Service Cloud's capabilities. Their solution integrated real-time customer profile information for live agents and automated case creation, while new contacts were created as leads in Sales Cloud. This resulted in significantly faster agent response times and a vastly improved customer experience for the client. Following this success, Sphere Partners was subsequently engaged to further automate the client's sales quoting process.