Adapting to change with Salesforce Service Cloud

Achieving customer success with 30% reduction in ticket resolution time

the story

Automic is an international software product company focused on an enterprise job scheduling and workload automation. ServiceNow was being used to manage service requests before the client acquired another company that was using Salesforce. The existing Salesforce implementation was not fulfilling the client’s business objectives as the current architecture and design was not scalable and flexible enough to adapt to the evolving market needs. To ease work processes across millions of apps and servers, Automic wanted to automate billions of tasks and reduce turnaround time for ticket resolution. Several out-of-the-box features of Salesforce were used extensively with minimum customizations.

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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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process

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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