Customers expect fast, personalised support, and they won't wait around if they don't get it. Salesforce Service Cloud gives your service team everything they need to meet that expectation without burning out.
At Simpala, our team of Salesforce Service Cloud Consultants help you solve customer service challenges and ensure customers never have to repeat the same story again and again – you always have the data and insights at your fingertips.
With Service Cloud, your entire customer service experience comes together in one unified place, giving your team the channels, tools, workflows and data they need to offer an exceptional service.
Automated case routing and AI-powered replies mean customers get faster responses, without increasing your team's workload.
Service agents can access the full picture before they respond, so customers never have to repeat themselves.
Whether customers reach out by phone, email, WhatsApp, chat, or social, omnichannel routing directs them to the right agent automatically.
Set up a centralised knowledge base to let customers find answers independently, reducing tickets and freeing up your team to tackle more complex questions.
If you’re looking to make a fast start with Service Cloud, then you’re in the right place. We understand that bigger projects can take a long time to implement and are often costly, so our quick start packages solve this with speed, value and results.
Bringing in new technology can feel overwhelming for your service team: new processes, workflows and systems. But investing in Service Cloud is only worthwhile if you’re going to use it to its maximum potential. As specialist Service Cloud consultants, we know exactly how to help you make the most of this solution.
We tailor each implementation to tackle your customer service challenges and align with business objectives.
We don’t overcomplicate projects, and our service cloud consultants utilise our library of user stories to accelerate the deployment of beneficial features.
We create a seamless integration between your Salesforce, Service Cloud and any other 3rd party systems.
We help you manage the change, with training, guidance and specialist advice from our in-house change management consultants.
Gravity, an entertainment and activity destination, offers high-energy experiences at its sites nationwide. However, despite a strong customer experience on-site, the team lacked a complete solution to deliver the same experience online for customer service and enquiries. With disparate platforms, there was no accountability for following up, the call centre was overworked, and the internal ticketing platform was outdated.
We worked together to completely digitise the customer service experience, bringing together multiple solutions, BookNow, Service Cloud, and Digital Engagement, that now give the team a holistic view of all cases and a direct link to customer bookings. With the integration of a live agent, repetitive questions and requests can be quickly handled, which has dramatically reduced the number of calls.
A unified dashboard enables users to track, prioritise and resolve requests coming in from any channel. Cases are automatically assigned to the right agent, with AI drafting replies from your knowledge base for agents to review and send.
Enable customers to find answers independently, while also powering and teaching your AI. The solution feeds your Agent-led chatbots, generating suggested responses and surfacing relevant articles during live conversations.
Automatically direct incoming enquiries, from phone, email, WhatsApp, chat or social, to the right agent based on skill and availability.
Classify incoming cases, suggest knowledge articles and draft responses with this built-in AI integration. Helping agents spend less time on admin and more time on customers.
Bring together the right internal experts quickly on a shared work plan, with broadcast communications keeping customers updated in real time.
Never leave the Service Cloud console with a direct Slack Integration. This enables service agents to launch swarm channels for complex cases, connect the right people instantly and track resolution metrics.
Transform your IT Service Management with an Agentforce AI integration. Set up support agents with 24/7 conversational problem resolution to handle repetitive tasks and tickets, so the IT team can focus on the more strategic, higher-value work.
Benefits include – faster issue resolution, agents can resolve issues immediately; improved productivity, agents can autonomously handle tickets; enhanced employee experience; quickly solve issues within channels like Teams and Slack, and reduced IT costs, faster resolutions mean your team is back to work much quicker.
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Give your customer the service they deserve. Speak to our Salesforce Service Cloud consultants today.