Business Case:

ACT Corp is leading internet service provider in India. ACT offers high-speed broadband internet connections for homes & businesses across India.

Their services are available in the cities of “Hyderabad, Ahmedabad, Bengaluru, Chennai, Coimbatore, Delhi

Below are the Acts products and their prices

ACT Corp is currently using Outlook to handle its customer support requests through email for both direct customers and corporate customers. As ACT Corp business expands, managing customer support requests through Outlook email is becoming a significant hurdle.

Currently, the Acts support team uses 2 email inboxes to support their customers. One is for direct customers and the other one is for Corporate customers.

With a surge in customer requests coming via email, tracking and managing them has become increasingly challenging, leading to potential delays in responding to customer needs. This could impact customer satisfaction levels and negatively affect the company’s brand image. To overcome these challenges and enhance customer support operations, ACT Corp is actively exploring for the right tool that can provide a centralized platform for managing customer interactions, improving response times, and providing personalized support to both direct and corporate customers.

ACT Corp has hired Cloud9 technologies to solve this problem. At Cloud9, Our approach is to introduce ACT Corp to the world of salesforce and help them streamline customer support operations, provide a superior customer experience, and drive customer loyalty, ultimately leading to business growth and profitability.

Requirements

After meeting with Rajesh, ACT Corp’s CEO we’ve drawn up a few requirements as listed below

1. Since, Act support 2 types of customers. Rajesh wants the cases to be differentiated as direct customer cases and corporate customer cases.
2. Rajesh wants the cases to be routed to different teams based on the email address customers are reaching out to.
3. Along with email, Rajesh also wants their customers to be able to reach out to them via the website if they are facing any issues with Act’s services.
4. Rajesh wants their customers to be acknowledged with an email saying that we have received your query and someone from our team will reach out to you in the next 2 hours the very moment customers send an email or submit a form on the website with their issue.
5. Since customers cannot wait for too long with their issues, Rajesh wants to make sure that their team members are reaching out to their customers within 2 hours of the customer raising the issue. If any team member or the team couldn’t able to reach out to the customer within 2 hours. Rajesh should be notified along with the person/team who is handling that case.
6. Not everyone in the Act’s support team knows how to resolve every type of issue that customers are coming up with, for this reason, Rajesh wants a knowledge library where team members can find relevant knowledge articles based on the subject of the customer query. The support team should have the feasibility to search for the articles on the case record itself.
   • Please find the knowledge base from the below link and add at least 10 articles to the knowledge base
   • Knowledge base: https://www.actcorp.in/faq
7. For some of the customer queries, if any team member cannot resolve the issues on their own, there should be a feasibility for the case owner to add any other team members to the case with a specific role defined to them. So, that other team members can help the case owner in resolving the customer issues.

Let’s take a look at the different parts of the Salesforce platform that you should use to deliver the Salesforce CRM for ACT Corp.

• Email to Case
• Web to Case
• Auto response Rules
• Case Assignment Rules
• Escalation Rules
• Knowledge Management
• Case teams

Note: Exaltlink or any Exaltlink subsidiaries are no way associated with Act Corp. We have taken this case study/Project purely for educational purposes.