Organization was using 6 different systems to manage customers and support them. E.g. Oracle EBS, JIRA, acquired company’s Salesforce orgs. Beside managing multiple systems, duplicate data, accuracy issue, there was not integrated customer data and/or 360 view.
Legacy entities mapping to Salesforce objects
Solution Summary :
Replaced 6 systems with Salesforce Service Cloud – migrated historical data from legacy systems + implemented Salesforce Customer Community for customers. Implemented Live Chat, Knowledge repository.
Salesforce Service Cloud (Support, Live Chat, Knowledge Base)