Salesforce

Deliver Personalised Digital Service By Leveraging Salesforce Service Cloud

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Salesforce Cloud Automation

Businesses need their sales, marketing, and service automation systems to seamlessly synchronise with the way their customers interact and act.

Altinex’s Sales Cloud and Service Cloud practice offers extensive industry experience and expertise to help organisations recognise and apply the capabilities of multiple Sales Cloud and Service Cloud solutions, with low TCO and high ROI. Our Salesforce Consulting Partnership and Sales Cloud and Service Cloud capability demonstrates our strong expertise in Sales Cloud and Service Cloud advisory, execution, and maintenance services.

Common Challenges We Help Solve:

Are You Looking to:

Synchronise consumer data from multiple systems into a single unified view
Reduce the number of manual processes for service agents
Provide agents with quick access to centralised customer data
Use support data and customer analytics to transform the entire customer experience

Unlock the Capabilities of Salesforce Cloud

Case Management

Make your service processes more efficient by customising cases and setting up escalation rules based on case age, specific keywords, number of times a case was reopened, and many more criteria.

Omni-Channel Supervisor

Allow service managers to monitor their teams’ activity and productivity, and distribute cases based on skillset, availability, or workload.

Email-to-Case

Capture emails sent to your support address and automatically transform them into cases — ensuring no query goes unanswered.

Web-to-Case

Gather support enquiries submitted via the Contact Us form on your website and automatically map the information to Salesforce fields accordingly.

Automation

Reduce the number of manual processes by setting up auto-reply emails to customers when a new case is created.

Social Customer Service

Leverage social listening features for customer cases. Define service level agreements and response times for contact on social channels — including Facebook, Twitter, Instagram, and WhatsApp.

Live Chat and Chatbots

Offer real-time support via live chat or through automated chatbots that can efficiently address straightforward issues.

Einstein AI

Empower your service agents using Einstein Recommendations — growing customer loyalty by offering order discounts, free shipping, or Wishlist items applied to cart by the agent.

Service Offerings

Sales Cloud and Service Cloud represent a critical step in the sales journey for all organisations. Altinex’s experience and capability enables the implementation of marketplace best practices across verticals through a comprehensive portfolio of advisory, implementation, and support services.

We offer innovative, high-performance services and solutions in the following areas to drive accelerated business growth for our customers:

Advisory Service

A strategic initiative is further enhanced in its delivery and impact when guided by experienced minds. Our services drive value across refining strategic vision, designing IT architecture, and optimising existing systems and processes.

Our advisory portfolio provides objective assessment and advice, increased return on effort and investment, operational and strategic alignment, long-term viability, and business transformation best practices.

Strategic Capabilities

Executive Alignment Forums
Sales Cloud and Service Cloud Programme Charter Definition
Organisational Consulting
Visioning Workshops
Digital Engagement Strategy
Application Modernisation Planning

Technical Capabilities

Tactical Capabilities

Implementation Service

Technical deployment is a complex and demanding undertaking. A guided and structured approach facilitates smooth and efficient implementation. Our experience in deploying thousands of successful Sales Cloud and Service Cloud projects gives us a distinct edge.

We help you move from Sales Cloud and Service Cloud evaluation to rapid implementation and ROI, and then to a steady state of productivity. Our team is uniquely positioned to provide industry and marketplace best practices as part of a comprehensive implementation project, or on a more selective basis to address an isolated need.

Implementation Capabilities

Understanding the business needs behind a client’s Sales Cloud and Service Cloud initiative

Data management

60 and 90-day Adoption Assurance programmes for hassle-free post-launch support

Gathering functional requirements

System integration and training

Application configuration and fine-tuning

Solution design

Adoption assurance and end-user training

Process improvement

Support Service

A highly qualified and skilled support network can make the difference between a seamless transition and a costly setback. Altinex offers flexible support packages, available five days a week, including periodic health checks on new implementations, application releases, and performance monitoring.

Our certified Salesforce Consultants and Engagement Managers are available on a daily basis to work onsite or remotely, providing post-project support, helping define and scope new projects, or serving as a qualified resource whenever needed. Our support services pay for themselves by saving time, embedding best practices, and eliminating errors.

Support Capabilities