Expert Service Cloud Services by CWS Consulting

CWS Consulting has extensive experience in implementing Salesforce Service Cloud to optimize customer support operations, automate case management, and enhance customer satisfaction. Leveraging over a decade of expertise in Salesforce architecture and process automation, we have successfully delivered large-scale Service Cloud transformations, including consolidating multi-business unit support systems and migrating legacy service platforms to Salesforce.

One of our most significant achievements was leading the Service Cloud consolidation for a High Tech Service and Software company, where we unified case management across four business units, streamlining support operations and saving implementation costs in the millions. Our deep understanding of complex workflows allowed us to migrate 25 years of case data (~220,000 cases) and automate customer service processes to improve response times and service efficiency. 

Additionally, we have successfully integrated Service Cloud with Certinia (PSA), Experience Cloud, and external platforms such as NetSuite, ChurnZero, and Cadalys, ensuring a seamless support experience from customer inquiry to resolution.

Service Cloud Implementation

• Multi-Business Unit Consolidation: Implemented a unified case management system for multiple business units, enabling standardized workflows and automated support processes.
• Legacy System Migrations: Successfully migrated extensive historical case data and service processes to Salesforce Service Cloud with minimal disruption.
• AI-Driven Support Automation: Designed intelligent case routing, knowledge base automation, and customer self-service portals to enhance support efficiency.
• Seamless Integrations: Integrated Service Cloud with key enterprise platforms, including Certinia PSA, NetSuite, ServiceNow, and third-party customer success tools.

Sales Cloud & Revenue Optimization

• Sales Process Automation: Optimized lead-to-quote workflows, leveraging automation and AI-driven insights for improved conversion rates.
• Quote-to-Cash Enablement: Integrated Sales Cloud with Certinia PSA and Conga Composer for automated proposal generation, contract management, and billing.
• 360-Degree Customer Visibility: Unified sales, service, and customer engagement data for a seamless customer experience.

Experience Cloud & Customer Engagement

• Customer & Partner Portals: Designed self-service portals for improved customer interaction and partner collaboration.
• Data-Driven Insights: Implemented dashboards and analytics tools to measure engagement and customer satisfaction.
• Custom Experience Solutions: Tailored digital experiences that integrate seamlessly with core business applications.

CWS Consulting brings a deep understanding of enterprise workflows, customer engagement, and automation to every implementation, ensuring that businesses maximize the value of their Salesforce investment. Whether modernizing customer support with Service Cloud, optimizing sales processes, or enhancing digital experiences, we deliver solutions that drive business efficiency and customer success.