Client Overview

The client is a global leader in manufacturing industrial equipment, serving industries such as construction, mining, and energy. They provide cutting-edge machinery and support services to a diverse customer base. As a service-driven organization, their competitive edge depends on delivering superior customer experiences through responsive and effective support. 

The Challenge

The client faced significant hurdles in delivering consistent and high-quality customer service: 

• Disjointed Support Systems: Customer service teams operated on separate platforms, resulting in siloed data and delayed responses. 
• Limited Customer Insights: Lack of a unified customer view hampered the ability to anticipate needs and personalize interactions. 
• Manual Processes: Outdated, manual case handling processes led to inefficiencies and longer resolution times. 
• Inadequate Reporting: Limited analytics made it difficult to identify recurring issues or measure the effectiveness of service operations. 

These challenges negatively impacted customer satisfaction and led to lost opportunities for upselling and long-term client retention. 

Mirketa Solution

Mirketa deployed a robust Salesforce Service Cloud solution to revolutionize the client’s customer service operations: 

Unified Customer Service Platform 

• Migrated all service operations to Salesforce Service Cloud, creating a single source of truth for customer data. 
• Integrated CRM data with IoT-enabled devices to proactively monitor equipment health and service needs. 

Intelligent Case Management 

• Automated case routing using Salesforce Einstein AI to prioritize and assign cases based on complexity and urgency. 
• Built custom workflows for faster resolution and collaboration among teams. 

Customer 360 View 

• Created a comprehensive view of each customer by consolidating purchase history, service records, and interaction data. 
• Enabled personalized service and proactive outreach. 

Real-Time Analytics and Reporting 

• Implemented advanced dashboards to track service performance and identify trends. 
• Empowered leadership with actionable insights to address recurring issues and optimize resources. 

Impact: 

The solution delivered significant improvements in customer service operations: 

• Faster Resolution Times: Average case resolution time reduced by 50%, improving responsiveness. 
• Higher Customer Satisfaction: Customer satisfaction scores (CSAT) increased by 35% within six months of implementation. 
• Proactive Service Delivery: IoT integration enabled predictive maintenance, reducing unplanned downtime by 20%. 
• Increased Revenue Opportunities: Personalized interactions led to a 15% increase in upsell and cross-sell opportunities. 
• Enhanced Reporting: Real-time analytics improved issue tracking and resource allocation, reducing recurring service bottlenecks. 

Client Testimonial 

“Partnering with Mirketa was a game-changer for our customer service operations. Their Salesforce expertise helped us unify our systems, streamline processes, and deliver the kind of proactive and personalized support our clients expect. The results speak for themselves—our customers are happier, and we’re operating more efficiently than ever.” 
— VP of Customer Experience, Global Industrial Equipment Manufacturer