[Case Study]

Improving Agent Case Management by 30% With Email-to-Case Advance for a Cybersecurity Company


The client, a leading cloud data management and data security company, utilized Salesforce Service Cloud for automating service processes but encountered challenges with a third-party tool that strained their budget due to high maintenance costs.

Seeking a more cost-effective and configurable solution, they approached Team Grazitti.

Our proposed alternative was the in-house product, Email-to-Case Advance, tailored to meet their specific needs. The implementation yielded significant improvements, including:

  • Improved Agent Case Management by 30%
  • Reduced Turnaround Time by 15%
  • Faster Case Resolution With Decreased Cost
  • Increased Customer Satisfaction and Retention

Download Your Copy!


  • kpi-nps-icon 20 Percent Point Increase
    in NPS
  • kpi-manager-collaboration Improved Partner-Channel
    Manager Collaboration
  • kpi-channel-managers Better Performance Visibility
    to Channel Managers

We not only provided effective solutions for the above-mentioned roadblocks but also ensured high quality customized integration to enable smoother flow of records data.

This case study elucidates the steps we followed. If your company is planning to initiate Salesforce to Salesforce Integration, then this case study will offer immense value.

You can fill the form on the right to download.