Case Study

PSG Community – Consulting Partner

I PSG Success Story –
Customer Community

Empower customers to view, manage and log cases.

Company Overview

Premier Security Group is a provider of security services which includes design, installation and maintenance of security systems, as well as a provider of security equipment.

Challenge

  • All cases were being logged manually by agents based on customer calls and emails

  • Customers had to call or email in order to receive updates on case status

  • Customers lacked visibility to work order/service appointment statuses related to in-progress cases

Solution

  • Implemented Customer Community

  • Enabled case creation form and case list views in community

  • Configured external user administration so customers can create, edit and remove their own community members

  • Implemented customer queues for logging and managing own case resolution prior to escalating to PSG

Company Overview

Location:

Fresno, CA

 

Employees:

11-50

 

Industry:

Security Services

 

Competitor:

SEICO Security

 

Solutions:

Support Community

Results

  • Increased engagement with customers

  • Faster case resolution

  • Implementing self-service led to fewer cases transferred to PSG for resolution

  • Reduced community user maintenance

I Solution Details

Previous technology replaced by Salesforce:

N/A

Salesforce products deployed:

Support Community

Customer Business Model (B2B, B2C, or Both)

B2B

Salesforce Product features:

Lightning Templates, External User Administration, Role-based sharing

If using Service Cloud, list use case (e.g. customer support, call center, field service, telesales, etc.)

Call center, Field Service, etc.

Integrations:

GE ServiceMax (for locations and installed product tracking)

AppExchange Apps/Partners

Lookup Helper

Solution 'Go Live' date:

November 9, 2016

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I App Details

855-352-7887

info@foundry52.com

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