Elevating Customer Service - A High Tech Case Study

December 4, 2023
Elevating Customer Service - A High Tech Case Study

Cloud Peritus Transforms Customer Service with Salesforce Service Cloud and Coveo resulting in 30% Reduction in Case Volume


In today's digital age, customer service has become a critical differentiator for businesses. Customers expect fast, personalized, and proactive support, and companies are turning to cloud-based solutions to meet these demands. Cloud Peritus, a boutique Salesforce consulting firm, recently helped one of their strategic Hitech clients revolutionize their customer service using Salesforce Service Cloud and Coveo.


Our client was looking for ways to improve the level of service for their customers. Additionally, the client's customer portal was not user-friendly and did not provide customers with the best-in-class self-service options. Although the client had knowledge articles enabled on their customer portal, the content was disparate across platforms, disconnected from the context and did not have the necessary signals to serve relevant content. This led to high case volumes that could have otherwise been handled through self-service. The agents had to swivel chair between multiple systems and manually search different Knowledge bases after gathering and analyzing the context and necessary device diagnostic information. This resulted in longer case resolution times, particularly when the issues were complex and fell outside the agent's expertise, requiring them to swivel chair to the different knowledge bases (some were outdated and contradicting) or had to figure out the agent with the relevant expertise to collaborate with.


Cloud peritus proposed a solution that focused on providing exceptional self-service capabilities to our client’s customers and greatly improve agent productivity leveraging Salesforce Service Cloud and Coveo. Salesforce communities(Experience Cloud) was leveraged to provide customers contextual knowledge articles through product signals integrated with Coveo, a leading AI-powered search platform, to surface the most relevant articles. Coveo was also integrated into the case workflows to provide agents with instant access to relevant internal knowledge articles from across the company's knowledge repositories along with a unified view of the customer across all touchpoints. The overall strategy and solution was crucial in greatly enhancing the efficiency of our client's support organization and improving the overall customer experience. Additionally, Cloud Peritus proposed and implemented the following strategies to address the client’s challenges:

  1. Robust Knowledge Base: Enabled a unified knowledge base across different product lines and repositories through Coveo.
  2. Interactive FAQs: Created dynamic FAQs with multimedia content for diverse learning preferences.
  3. AI-Powered Chatbots: Implemented AI-driven chatbots for real-time customer engagement, run remote diagnostics and determine if agent intervention is required.
  4. Intuitive Self-Service Portals: Designed best-in-class customer portal for seamless self-service, with responsive design across devices.
  5. Personalized Content Recommendations: Used customer data, diagnostic signal data and machine learning to recommend relevant self-service content. 
  6. Community Forums: Enabled collaboration and social capabilities via customer community that allowed peer support and greatly improved brand loyalty.
  7. In-App Support and Guided Walkthroughs: Provided contextual help and guided walkthroughs integrated to their product portal.
  8. Multichannel Consistency: Enabled Omni-channel capabilities across support channels to greatly improve the service experience.
  9. Feedback Loop: Established a feedback mechanism for customers to report inaccuracies and suggest improvements.
  10. Analytics and Reporting: Implemented a robust analytics and reporting solution to track deflection rates, user satisfaction, and support request reasons.
  11. Proactive Communication: Enabled our client to inform their customers about self-service capabilities/resources through email campaigns and in-app notifications.

Coveo's technology greatly improved case deflection rates by leveraging some of the below features for both customers and agents: 

  1. Advanced Search: Enabled  intuitive search capabilities that reduced the need for creating a case.
  2. Relevance Ranking: Appropriate Algorithms were deployed to ensure users are surfaced with the most accurate and relevant  information, minimizing support cases.
  3. Personalization: Tailored search result based on the user’s familiarity and expertise in a particular topic that greatly increased productivity and engagement.
  4. Unified Knowledge Management: Consolidated information from various knowledge sources based on persona along with federated search capabilities.
  5. AI and Machine Learning: Continuously improved the relevance and accuracy of the knowledge articles that are served.
  6. Contextual Insights: Enabled contextual Insights based on product diagnostic signals and user behavior that pushed relevant content suggestions proactively.
  7. Omnichannel Support: Implemented a true omni-channel solution across web, mobile, and chatbot channels.
  8. Real-Time Insights: Integration of Analytics tools that offered immediate understanding into customer behavior and content quality.
  9. Scalability: Implemented a scalable solution to support organizational growth, addition of new repositories and meeting expanding customer support demands.


The implementation of the new solution resulted in -

  1. Effective Case Deflection Through Self Service: The implementation of the new solution resulted in a remarkable 30% reduction in cases, effectively streamlining the client's customer support operations.
  2. Greatly Improved Resolution Times: Average Total Resolution Times (TRT) were significantly reduced by 50%, demonstrating the solution's ability to improve the agents’ efficiency to resolve customer cases accurately and promptly.
  3. Service Cost Savings: The implementation of the solution generated substantial cost savings justifying its return on investment and contributing to our client's financial success.
  4. Boosted Operational Efficiency: Operational efficiency was greatly enhanced by surfacing the relevant knowledge based on contextual data from various sources and eliminating swivel chairing, allowing agents to focus on resolving customer issues swiftly and effectively.
  5. Soaring Customer Satisfaction: Positive customer feedback surged by an impressive 10%, from 85% to 95%, highlighting the significant improvement in customer satisfaction and overall service experience.

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