Case Study: SS8 Networks reduces support calls and boosts customer satisfaction with West Coast Consulting Group and Salesforce Service Cloud Communities

SS8 Networks cuts support calls by 50% with West Coast Consulting Group

SS8 Networks, a high-tech provider of communications and cyber intelligence solutions, was facing a challenge where its enterprise customers were frustrated by a lack of transparency into their open support cases. This led to a high volume of status calls that kept the support team reactive. Deborah Silberman, Senior Director of Operations, engaged West Coast Consulting Group for help.

West Coast Consulting Group implemented Salesforce Service Cloud and Customer Communities for SS8, migrating all case data from Clarify in under three weeks. The solution provided customers with secure, real-time visibility into their support tickets. This deployment reduced inbound support calls by 50% and increased customer satisfaction by 30%, while also providing the product team with valuable insights for future development.

SS8 Networks, Inc