Service Cloud Transformation for a Global Consumer Goods Manufacturer
Client Overview
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.
Business Challenges
The client faced growing complexity in managing customer service operations due to its multi-brand and global presence. Key challenges included:
· High volume of customer inquiries across email, web forms, and voice channels
· Manual case creation and triage leading to slow response times
· Spam and irrelevant requests consuming agent bandwidth
· Lack of brand-wise and product-level case visibility
· Inefficient routing without skill- or keyword-based logic
· Limited self-service and inconsistent resolutions due to fragmented knowledge
· No unified tracking of voice-to-case journeys
· Agents switching between multiple systems (ERP, eCommerce, R&D tools) to resolve a single case
Solution Provided
MetroMax Solutions implemented a Salesforce Service Cloud–led customer service transformation, integrated with voice, ERP, eCommerce, and internal R&D systems.
Key Capabilities Delivered:
· Multi-Channel Case Intake
Unified case creation from email, web forms, and voice, organized by brand and product.
· Automated Case Management
Auto case creation, spam filtering, automated responses, and omni-channel routing to reduce manual effort.
· Keyword & Skill-Based Routing
Intelligent case assignment using keywords, agent skills, and SLA rules for faster resolutions.
· Knowledge Management
Centralized knowledge base with 100+ structured articles to support agents and enable consistent responses.
· Voice Integration
End-to-end voice-to-case tracking using integrated voice solutions connected to Salesforce.
· Order & Refund Enablement
Custom agent workflows integrated with ERP and eCommerce platforms to manage orders, refunds, and replacements.
· Recall & Defect Handling
Streamlined recall and refund processes for defective products with structured workflows.
· R&D System Integration
Integration with internal research systems to capture product issues and support continuous product improvement.
Business Impact
The implementation delivered measurable improvements across operations, productivity, and customer experience:
- Faster response times with significantly reduced triage effort
- Improved agent productivity through automation and intelligent routing
- Better brand and product-level case visibility for reporting and insights
- Higher CSAT driven by structured workflows and consistent resolutions
- Complete voice-to-case traceability across customer interactions
- Reduced back-and-forth with customers by automating data collection
- Enabled Service Cloud as a single source of truth for agents—managing cases, orders, refunds, and product insights from one platform
Outcome
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.
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