The customer, a leading personal finance company, was using Salesforce Service Cloud to manage their vast service operations. With a high volume of cases ranging from 10,000 to 12,000 daily, the customer's support teams faced difficulties manually completing 10 to 12 mandatory fields before closing each case. This led to significant time loss and a decrease in overall agent productivity.
To address these challenges, the customer aimed to achieve accurate reporting, expedite case closure, and enhance agent efficiency.
