The management of the support services offered by CYMAQ needed to evolve towards a more accessible and scalable model that would provide its clients with an effective and transparent interactive platform. The limited autonomy for clients to determine the status of their claims and service requests was a limitation on their commitment to provide excellent service. Keeping up to date on the status of the requested services required communication with the CYMAQ representative, which made the process slow and susceptible to misunderstandings. CYMAQ needed a fast and effective communication interface to transform this situation.
Considering that the client was already using Salesforce as a CRM, the implementation of a custom web portal was proposed using the Customer Community solution provided by Salesforce. From this portal, CYMAQ clients are able to intuitively check the status of their cases in real time, communicate with their vendors and follow up on their service appointments, among other features. The new personalized platform with CYMAQ branding is accessible 24/7 from any device connected to the Internet and guaranteeing the privacy of the user’s information.
How we did it
As part of the solution, a requirements analysis was carried out defining the information to be exposed in the community and the activities of the business that would be included in the implementation. Functionalities such as the creation of cases and claims, the visualization of the information of the service vendors through personalized components, a new calendar that reflects a history with the service appointments and a request form to allow the client to be contacted by the service representatives were implemented. Additionally, we worked on providing an enriched user experience that followed CYMAQ's branding and provided improved navigation options where standard solutions and custom components were combined. The advantages that Salesforce offers to build quick solutions from a basic configuration guaranteeing the privacy and security of the information, allowed to satisfy, in a short period of time, the requirements of CYMAQ.
What we used
Salesforce Community Cloud
As a result of the new implementation, CYMAQ overcame the barriers that distanced itself from its clients. Communication and access to information in real time provided a much more attractive, reliable, and transparent service experience. The times when communication by phone or email were the only alternative were left behind to lead to an increase in the satisfaction of more engaged clients.