Service Management Platform for Gambling & Gaming Company
Our client is a well-established gambling and game development company in Taiwan. The goal of the project was to develop a service management platform which integrates all of the internal data in one place, in order to manage and organize customer requests more efficiently.
Type
Salesforce, Tableau, Website
Industry
Software, Gaming & Gambling
Tools
Visualforce
Challenge
Our customer did not have a centralised customer service system, and the customer information were scattered over various databases. The KPIs of customer service personnel could not be effectively analyzed. This resulted in low service quality, increasing rates of customer complaints, and cumbersome operations of customer service personnel.
Solution
Assist each user to import Service Cloud, integrate with case orders, develop a work order system, integrate the data plane with the internal system, and build a complete set of ETL to integrate customer information into SFDC.
Result
The customer has a complete service channel and optimized the service process. In addition to reducing the daily operations of the customer service staff, it can also effectively analyze the KPIs of each staff.
Further valuable information can be found under Salesforce CRM as well as Software Development.
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