Customer Support Optimization, Integration and Consulting Services

We Delivered

Account Health Monitoring System

Track your account satisfaction and take control before they leave you.

49% improvement in customer satisfaction rate
62% increase in productivity of customer support team
35% reduction in case aging
41% improvement in case management

Salesforce Service Cloud Customization

Delivering AI-Driven Enterprise Search to Empower Self-Service

"I particularly love the fact that we are able to securely share relevant information from all our portals with the ultimate goal of achieving greater self-service and case-deflection.

James Goerke
Manager, Global Support, Vlocity

25% increase in site visits per month
20% increase in the number of searches per month

Custom Reports for Multiple Support Channels

Connected multiple support channels to enable visibility into the performance of support center for a leading manufacturer of activity trackers and wireless-enabled wearable tech devices

32% increase in case deflection
18% reduction in case resolution time
12% decrease in support costs

Support Analytics

Our Customers Love Us

Thank you for your hard work and dedication in helping us launch our new community! The new community looks great, and I am very happy with the partnership and support Grazitti has provided for this project. I’ve been in the online community management business for almost a decade now, and it is rare to come across a developer partner with your holistic understandings of community management best practices, design, user experience and platform capabilities. Your team has been extremely responsive and capable, and we couldn’t ask for a better business partner!

Anton Chiang, Senior Manager, Community & Support Programs

Centrify

I have so enjoyed working with Grazitti to build our Salesforce community. This is our first online community and we have appreciated their expertise and guidance in helping us align on the right platform and make large scale decisions about our community. Throughout the process, Grazitti has been responsive, resourceful and dedicated. They have also been instrumental in helping us scope out future versions of our community.

Cate Vanasse, Global Customer Marketing Leader,

Egencia

Grazitti’s expertise with both Salesforce and Apttus has helped increase sales efficiency, maximize our ROI on both the platforms and improve our sales processes tremendously.

Alvin Ayusa, Director, Sales and Marketing Operations

Alteryx

Grazitti has helped us operationalize and visualize many components of our marketing database. I explained to Grazitti what exactly I wanted to see and within a few days, I was looking at real time data blended with our software and visualized in our software and visualized in Tableau.

Ryan Smith, Sr. Manager, Marketing Operations

Alteryx

Grazitti has a highly skilled technical team. They proactively offered a solution for our complex integration project. They are flexible to work with and the turnaround time has been very impressive. Their quality of development code helped us reduce the QA time and we were able to launch successfully on schedule.

Malik Shoaib, Consultant,

Wiley

Our Offerings

Online Support Communities

Strategize your objectives. Choose a right platform to build and maintain online communities for improved self-service and optimized support operations. Integrate your community with support software to fill the communication void between your customers and team.

SearchUnify

Make use of the AI-driven search solution that fetches information stored in various systems connected with your support software and delivers helpful insights to close cases faster and improve customer experience.

Service Cloud Implementation

Maximize your ROI on Salesforce Service Cloud by leveraging latest updates from Salesforce, endless customizations, using out-of-the-box components, and secure and flexible integrations made possible by our Salesforce experts.

Salesforce-Jira Connector

Improve collaboration between your Support and product/engineering teams by enabling bidirectional, seamless, and secure flow of information to achieve customer centricity. Thus, paving way for quick and smooth case resolution, and improving customer satisfaction to help you retain customers.

Salesforce Services

Make the most out of your Salesforce investment by leveraging our 10+ years of experience in crafting innovative solutions for Marketing Cloud, Sales Cloud, Community Cloud, Service Cloud, CPQ, and Einstein Analytics. Our services include consultation, configuration, implementation, customization, migration, integration, optimization, and quality analysis.

Lithium-Salesforce Connector

Let no question go unanswered in your Lithium-powered community. Bring in the power of Salesforce Case Management to your users—standard and premium— and let them create and escalate cases easily.

Support Analytics

Track the effectiveness of your customer support operations, identify the root cause of customer service issues, and get insights into key metrics to help you understand customer satisfaction and predetermine the risk of losing a customer. Do this and more through our advanced analytics and visualization capabilities (independent of any particular platform).

Integration-as-a-Service

Easily connect and enable a seamless data flow between all your best-of-the-breed deployed solutions. Our integration services establish a secure, scalable, and flexible connection between your systems, whether on-cloud or on-premise . Thus, allowing you to have 360° view of your processes and achieve customer-centricity.