Adapting to change with Salesforce Service Cloud

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.