Service Cloud Implementation for Publishing Company
Publishing
USA
Team of 5 Salesforce experts including Administrator, Consultant, and Developers Salesforce Service Cloud
Success Story
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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.
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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.
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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
Over the past 8 years, we have worked with Ergonized on hundreds of different projects. Their team offers quick turnaround times, and high-quality work, and brings innovative ideas to the table. They have built programs that are now the backbone of our organization and continue to help us grow.
Larry Organ
CEO, ExactData
View video feedback
We had access to high-quality resources that know the ins-and-outs of the Salesforce platform. The product is live and has been functioning well. Ergonized, an agile team, has communicated consistently and responsively throughout the timeline.
Ergonized is responsive and delivers exceptional services. The team's comprehensive Salesforce expertise sets them apart from other vendors. Their knowledge and communication are impressive.
The company is encouraged by the initial results of the partnership but don't have enough data to share any results. The company was most impressed by the Ergonized team's knowledge and subject matter expertise which allowed them to find the best possible outcomes for every situation.
They fully invested in our partnership and were motivated to see it succeed. Ergonized was responsive and trustworthy, doing great work during the entire engagement. They’re continually improving the product, adding new features and components. Although the lead developer changed a bit, the team was still reliable and effective.
The Ergonized team has been my "go-to" for site redevelopment, including front-end migration to WordPress and back-end Symphony integration, upgrades, and mods. I have absolute faith in Arthur and the team for development and support. An added bonus is that they are cost-effective as well. Would highly recommend it if you are considering "offshore."
I have hired Ergonized more than a dozen times over the past 6 years to work on small and large programming projects and have never been disappointed. Arthur and his team are skilled, reliable, and trustworthy, and they do excellent work. They are willing to see projects through from start to finish and complete even the small details.