Kong
The Overview
Industry
SaaS, Technology
Products
Community Cloud, Integrations, Sales Cloud, Service Cloud
Challenge
- Needed process for their customers to easily submit and track Support cases, weren’t seeing value in their current ZenDesk solution
- Sales Team has complex processes for quoting and needed a custom solution
- Multiple systems being used by different departments that created silos within the company
Solution
- Cloud Haven built a Salesforce Community that walks a Customer through the entire process of submitting a Case and tracking it
- Sales Cloud was configured to handle the custom quoting process and everything can be done inside of Salesforce
- Integrated Slack and Jira into Salesforce and configured the Salesforce security model to ensure integrity of data
Results
- Customers can use the Community and Salesforce Knowledge to solve a lot of their issues and if they need to submit a Case they feel confident doing it
- Service and Sales now have a 360-degree view of every Customer in one single platform and can see reports and dashboards to show metrics including CSAT
- The Sales Team is able to handle all of their processes in one system and can now produce quicker and more accurate quotes
Our consulting services are designed to help you see real ROI.
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