Omnichannel case management with Salesforce Service Cloud

Client Profile

A leading provider of high-performance analog semiconductors for wireless and wired connectivity. Their core products include amplifiers, filters, switches, and integrated modules that enable efficient wireless transmission. Beyond being a major supplier for smartphones, their innovative technology is also used in wireless routers, medical devices, automobiles, and a growing list of applications.

Problem or Challenge

The semiconductor company faced challenges in managing customer service across its global operations. They relied on a legacy platform that lacked features for effective customer interaction and segregated data made it difficult to view the full historical insights about the customers.

Solutions

Rialtes implemented Salesforce Service Cloud and Salesforce Experience Cloud to streamline operations and enhance customer experience.

We created a unified platform for all customer interactions, including distributors and original equipment manufacturers (OEMs).

We built a self-service portal for distributors and OEMs to submit cases, track progress, and access knowledge articles.

We enabled real-time communication with the customer and the semiconductor company’s support team.

We consolidated the knowledge depository from legacy systems into a single source of truth for support information.

We implemented Einstein AI to suggest solutions and relevant knowledge articles to customers based on their inquiries.

We configured automatic case assignment to appropriate teams based on factors like location and expertise.

We improved communication and knowledge sharing between support teams across continents.

We provided the ability to release important updates and support information to specific customer groups.

We migrated historical case data to allow for trend analysis and identification of recurring issues.

Benefits

Single point of contact which allowed streamlined customer support across all channels (internal, external).

Improved customer experience through better communication, self-service capabilities, and faster issue resolution.

360° customer view with capabilities to conduct customer behavior analysis and targeted upselling opportunities.

Centralized knowledge repository reduces support workload and improves collaboration.

Potential for future integration with other Salesforce clouds (CPQ, Marketing Cloud) to further enhance sales and marketing efforts.

Historical case data analysis helps identify trends, create proactive knowledge articles, and offer targeted solutions.