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Service Cloud Implementation for Publishing Company

INDUSTRY

Publishing

LOCATION

USA

Team Size

Team of 5 Salesforce experts including Administrator, Consultant, and Developers

Success Story

Problem

Previously, Booknook was using DESK services for their operations and everything was working as expected when, suddenly, DESK announced their shutdown in March 2020, so it was necessary for them to look for another solution within the shortest timeframe to preserve all the flows and data present in the old system.

Solution

It was decided to migrate clients’ operation flows and data to Salesforce’s service cloud and enhance the performance by introducing email-to-case transforming, live chat on the client’s website, adding macros, and implementing quick text options along with automating the routine processes.

Impact

This migration allowed the client to preserve their previous communication means via website and email without a service interruption or a need to make changes in the established flows. Automation helped them to shorten the time for routine tasks and what is most important keep their clients happy by serving them faster.

User Interface

Being obsessed with reading, Booknook helps authors disseminate their works by publishing their works online and crafting those books in formats that support all known e-readers, from Kindle to Nook, iPad to practically any smartphone.

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