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success story

Adapting to change with Salesforce Service Cloud

Achieving customer success with 30% reduction in ticket resolution time
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challenge
The existing architecture was not scalable to adapt to the evolving market needs. The key challenge was to merge the customer service processes and build a unified global system.
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process
Nagarro suggested a detailed roadmap and a step-by-step approach for end-to-end implementation, integration, and phased data migration of the legacy application to the new Salesforce Service Cloud.
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A new, unified business process for both organizations to ensure management of incidents, problems, and relationship cases. Designing and developing a user-friendly customer portal with the help of Salesforce communities for enhanced user experience.
With the outstanding support, professionalism and commitment of Nagarro’s SFDC team we achieved this thrilling milestone to switch to our new, fully integrated customer service platform today. This true international project with teams from Hanoi, Paris, Vienna, Bellevue and Gurgaon will allow us to gain further customer insight and drive our business growth.
Werner Huss
Global CIO, Automic

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Know more about the successful collaboration between Nagarro and Automic, a leader in the business automation domain.
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