Absoft announces a significant milestone by successfully integrating Salesforce Service Cloud, a leading global Customer Relationship Management (CRM) software system, as part of its service delivery framework. This move consolidates Absoft’s commitment to advancing its customer experience, optimising operational processes, and staying at the forefront of technological innovation within its Support Services team.
The Absoft Support Centre serves over 30 clients with diverse technical and functional SAP support needs. As such, Absoft has integrated Salesforce Service Cloud within its service delivery methodology, which – alongside its reporting and automation processes – will be used to become the primary tool for managing service delivery and enhancing its customer experience.
Absoft’s clients will also have access to the Salesforce platform as part of their ongoing support services. Clients will be provided with an advanced customer service portal on the platform, allowing them to log and track cases, update information, and monitor Service Level Agreements (SLAs).
Gillian Innes, Customer Experience Manager at Absoft, says: “In response to valuable feedback from our clients, we are excited to incorporate Salesforce Service Cloud into our operational processes in order to enhance and extend our support service offerings. Our clients will benefit from a user-friendly portal for efficient case management, which in turn will also allow our team to better manage and respond to their needs both at pace and at scale.
“This is a large investment for us as a support provider and represents a significant investment in a top-end product. Looking forward, the enhanced capability facilitated by Salesforce will enable us to improve our reporting capabilities, automate processes, and provide a future-ready solution for our clients’ evolving needs.”
Richie Reid, Support Centre Manager at Absoft, says: “Integrating Salesforce Service Cloud marks a crucial step for our service delivery team. With this software now part of our framework, we’re equipping our clients with a streamlined portal for efficient case management. This means they can expect quicker response times, real-time case updates, and a more transparent view of service-level agreements across the board.
“This aligns with our vision of delivering tailored solutions to meet our clients’ evolving needs but also serves as a testament to Absoft’s unwavering commitment to placing our clients at the heart of our operations and operating as an extension of their own teams, both now and into the future.”