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
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All cases were being logged manually by agents based on customer calls and emails
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Customers had to call or email in order to receive updates on case status
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Customers lacked visibility to work order/service appointment statuses related to in-progress cases
Solution
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Implemented Customer Community
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Enabled case creation form and case list views in community
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Configured external user administration so customers can create, edit and remove their own community members
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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
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Increased engagement with customers
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Faster case resolution
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Implementing self-service led to fewer cases transferred to PSG for resolution
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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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