A leading global consumer goods manufacturer with a portfolio of 30+ trusted brands across pet care, home, garden, and personal care. Operating in 50+ countries, the organization serves millions of customers worldwide and manages high volumes of customer service interactions across multiple brands and channels.
The client faced growing complexity in managing customer service operations due to its multi-brand and global presence. Key challenges included:
MetroMax Solutions implemented a Salesforce Service Cloud–led customer service transformation, integrated with voice, ERP, eCommerce, and internal R&D systems.
Unified case creation from email, web forms, and voice, organized by brand and product.
Auto case creation, spam filtering, automated responses, and omni-channel routing to reduce manual effort.
Intelligent case assignment using keywords, agent skills, and SLA rules for faster resolutions.
Centralized knowledge base with 100+ structured articles to support agents and enable consistent responses.
End-to-end voice-to-case tracking using integrated voice solutions connected to Salesforce.
Custom agent workflows integrated with ERP and eCommerce platforms to manage orders, refunds, and replacements.
Streamlined recall and refund processes for defective products with structured workflows.
Integration with internal research systems to capture product issues and support continuous product improvement.
The implementation delivered measurable improvements across operations, productivity, and customer experience:
The client successfully transformed its customer service operations into a scalable, intelligent, and unified service ecosystem, empowering agents to resolve issues faster while delivering a consistent and high-quality customer experience across all brands and regions.
Get a quick assessment to identify gaps, risks, and improvement opportunities.
See how a similar Salesforce Service Cloud transformation can work for your business.
