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Salesforce
Deliver Personalised Digital Service By Leveraging Salesforce Service Cloud
Join 4,000+ companies already growing
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:
- Fragmented processes and system architecture
- Ineffective and inefficient customer-facing operations
- Lack of a 360-degree customer view
- Lack of relevant KPI dashboards and analytics required for informed decision-making
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
- Provide service agents with AI-powered recommendations
- Empower agents to place orders on behalf of customers
- Upsell and cross-sell using service and commerce tools
- Equip agents with tools for effective collaboration across teams
- Gain better case visibility
- Gain a 360-degree view of your customer
- Optimise case management processes
- Improve agent productivity
- Offer efficient and personalised customer support
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:
- Analysing and optimising customer-centric processes — not just automating them
- Increasing ROI by better understanding and fulfilling end customer needs
- Improving new customer acquisition whilst retaining existing 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
- Current State Technology Assessment
- Ancillary Application Stack Review
- Sales Cloud and Service Cloud Road Map Refinement
- Proof of Concepts
Tactical Capabilities
- Project Planning and Phase Mapping
- Project Preparedness Assessment
- Change Management and Data Governance
- Change Management and Data Governance
- Programme Execution
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
- Flexible support, five days a week
- Periodic health checks
- Onsite and remote support
- Post-project support
- Define and scope new projects
Our Global Presence
We are a global company with presence on every continent.
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Join them by using our services and grow your business.
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