Complete Customer Service Contact Centre

Salesforce Service Cloud, providing end to end case management for the support of the retail water customers, using a configurable rules engine to automatically detect potential and actual breaches in any regulation or compliance requirement. Integration with the telephony system to improve customer satisfaction, as well as payment gateway integration to assist with first-call response.

An easy to maintain, compliant Service Cloud system that be scaled as more of the 1.2m potential customers are brought onto the platform.

This resulted in a cohesive solution across multiple areas of the organisation with all key benefits realised and a Salesforce Service Cloud platform to support future change and opportunities.