ITSM Case Management Process using standard Salesforce Service Cloud
About the client
The client is an independent company that supports operations for 70+ bottlers of one of the world’s largest beverages companies and other participating beverage partners in North America. They serve as a single voice for the beverage major’s customers and suppliers through its Customer Business Solutions and Procurement divisions .
The Challenge
The client was facing a tough time managing issues from its huge bottlers network while providing them with business, IT, HR, Finance and Procurement related services. They were in need of a proper case management process in place that would have features like auto-assignment, escalation rules, process automation, real-time visibility and service analytics.
Our Solution
CoreFlex delivered flexible shared services model that brings about operational efficiencies.
- Implementation of Salesforce Case Management to support ITSM processes
- Leading full project lifecycle delivery of robust ITSM Process – architecture, design, implementation, UAT, training, go-live and post go-live support
- Design and implementation of milestones, counters, and complex SLA scenarios
Results
Adherence to proposal and plan to deliver ITSM Case Management System
Launch of ITSM solution across all IT teams, with plans to roll-out to entire organization
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