The Business Challenge

The client is a leading business, legal and financial services provider. To accommodate current market trends and keep track of their customers’ issues, the client desired a faster customer query response and resolution approach. A cloud solution that would automatically assign cases based on their expertise and availability.

The Solution
  • Created a case management system to track and respond to customer queries.
  • Logged information into SFDC, if a user initiates a chat request via the web.
  • Implemented CTI using Salesforce open CTI to capture customers’ concerns.
  • Provisioned two-way integrations with external applications.
The Benefit
  • Improved interaction between customers and service representatives.
  • Decrease in the query resolving time.
  • The timely response led to satisfied customers.


Salesforce Service cloud, click tools, CTI, Java, J2EE, Spring/Hibernate, RPA

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