Neelakantha Bhanu Prakash became the World’s Fastest Human Calculator at the age of 15, breaking records earlier held by math legends like Scott Flansburg and Shakuntala Devi.
Bhanzu, A Math learning platform provider aimed to eradicate math phobia and encourage careers in math and STEM fields among learners from across the world. Bhanzu is bridging the gap between dreams and competence, by enabling students to realize their full potential and introduce them to science, coding and AI, through the lens of math.
- Before reaching out to us, our client faced a significant hurdle in their operations. Their existing solution (Zendesk) lacked a centralized platform to manage customer data effectively, as their entire sales stack is in Salesforce leading to process inefficiencies and delays. Operations were segmented, functioning independently in silos, hindering seamless service delivery. Recognizing the need for a transformative solution, the client approached Prolim AI for assistance in building a unified platform that could automate processes, streamline data management, and enhance customer service delivery. They also sought to automate processes and service features like omni channel case routing, after service feedback forms and average resolution time, SLA tracking and integration through their WhatsApp Channel. The major challenge was to migrate from their existing system to service cloud within 3 weeks.
- PROLIM Digital, armed with expertise and innovation, employed Salesforce Service Cloud to tackle the client’s challenges head-on. Leveraging the power of Salesforce, we delivered a comprehensive solution that transformed customer success and case management.
- Revolutionizing Customer Service with Service Cloud
- In customer service, every interaction matters. Implementing a Service Console using Salesforce Service Cloud revolutionized how the client engaged with customers. Through omni-channel routing, the organization was able to manage inquiries across multiple communication channels seamlessly, ensuring a unified and responsive support experience.
- Harnessing the Power of Macros
- Time is critical in customer service operations. With macros, Salesforce Service Cloud enabled agents to automate repetitive tasks, freeing them to focus on more complex customer issues. This streamlined workflow significantly improved productivity and operational efficiency.
- 360-Degree View with Case 360
- Case 360 in Salesforce Service Cloud provided agents with a complete view of each case, including customer details, interaction history, and resolution status. PROLIM Digital also built custom case forms designed to streamline workflows, improve data entry, and enhance usability. With this holistic view, agents were able to deliver faster and more accurate resolutions.
- Case Feed Auto Refresh
- The lack of automatic refresh in Case Feed was a long-standing limitation. PROLIM Digital addressed this challenge by implementing effective solutions that enabled real-time updates. This enhancement improved responsiveness, reduced manual effort, and delivered a smoother support experience through Case Feed Auto Refresh.
- Salesforce Service Cloud provided the client a unified digital platform that streamlines end-to-end case management. The migration from Zendesk to Salesforce enabled a comprehensive Case 360 view and centralized customer information.
- Salesforce reporting enhanced analytics, leading to improved service delivery performance. Additional features like Case Forms, Macros, Omni-Channel Routing, entitlements, case tags, knowledge articles and Email-to-Case further optimized efficiency, automation, and created seamless communication channels. Our tailored solution provided a set of robust features to amplify Bhanzu’s operational efficiency using Salesforce.
