CUSTOMER STORY

Sales Cloud, Service Cloud, and Partner Community Implementation

Company Profile

Since 2002, KioSoft has been the leader in unattended payment solutions, with an emphasis in Laundry payment technology. They offer complete integrated solutions for Multi-Housing and Retail Laundromats, facilitating ease of payment and management.

KioSoft also provides innovative and powerful unattended payment solutions for a wide variety of industries including Tire Inflation & Auto Vac, Car Wash, Coffee Kiosks and Vending.

The Challenge

KioSoft needed a solution that would allow them to actively look for new business in the Retail Laundromat market. They wanted to effectively service valued clients and enable dealers to install and service the new payment system on behalf of KioSoft as the manufacturer.

KioSoft had multiple apps through which they connected to their operator partners and customers. They wanted their operators and customers to easily be able to chat and reach out to the KioSoft support team so they could not only log those conversations within Salesforce as cases but also sort, assign, and escalate them.

On the other hand, even though they had Sales Cloud already implemented, it was not being used optimally to its full functionality. Many fields were unused. Sales Cloud needed to be reconfigured to best serve their current business operations. In addition to that, Service Cloud was on a separate Salesforce instance and it had limited functionality.

KioSoft was lacking a place to share their knowledge articles and other handy documentation to their customers and partners. They wanted an online branded portal to provide Frequently Asked Questions and installation guides documentation in order for distributors and operators to support themselves.

The Solution

First, we built the foundational Salesforce system to match the client’s business needs by configuring Activity Tracking to register call connections, in-person meetings, email sends, etc. Chatter, Leads, Accounts, Contacts, Opportunities, and Forecasting were also configured.

Then, App Solve proceeded to build the Service Cloud core where we refined the management process and rules as per the clients requirements. We configured the system to support different resolution stages for different types of tickets, the page layouts and necessary custom fields for different ticket types, and we configured automations and stages of ticket accordingly. We also defined and set up Case Assignment Rules & Escalation Rules.

Next, we built the Service Console app to give a 360 degree view of the customer to Support Reps and to include contact details and support history. Also, the console was set up to have the ability to directly send emails to customers from their Cases.

After that, App Solve set up Salesforce chat within their mobile apps so that operators and customers can start a chat and reach out to the KioSoft support team.

The next stage included the setup of the customers’ Knowledge Library in an easily searchable manner to contribute to case deflection.

A Distributor access portal within the framework of a Partner Community was configured to enable Distributors to view/update their information, register new leads, create and view the status of their tickets (Cases).

To maximize efficiency and productivity within the business, we created automation rules in their Salesforce.com system to support business process automation tasks.

Finally, after migrating KioSoft’s data into the client’s Salesforce system, App Solve created and customized Reports and Dashboards to display the client’s important KPIs and metrics.

The Results

Customers and partners now have an online community portal to log cases. KioSoft’s support team can respond to support chats and log them within Salesforce as cases. They are able to resolve them and provide updates back to the operator or customer. Also, clients have access to a knowledge base with frequently addressed issues and frequently asked questions. In addition, a live chat enables client servicing in real-time.

KioSoft management and support teams have an extended insight on the status and health of a customer or operator (by checking case status) and are able to extend the abilities of their Salesforce org by the connection with their third-party mobile apps.

After App Solve configured and brought Sales and Service Clouds into a single org, the system is able to run from when a lead is first entered into a system until when the client is fully onboard and logging cases―an end-to-end process.

KioSoft is able to provide better servicing as processes like assignment rules, escalations, routing, queues, and notifications were added to create a more automated process.

Products Utilized

Sales Cloud

As the core foundational CRM product within the Salesforce platform, Sales Cloud provides the baseline for the 30% revenue growth that the average App Solve customer achieves. Key areas like contact management, opportunity management, forecasting, reports and dashboards allow you to automate sales to supercharge growth.

Service Cloud

App Solve’s Service Cloud offerings provide the business experience and technical strength to help companies deliver the best possible customer service.

Experience Cloud

The Experience Cloud allows you to connect to your customers and partners in a whole new way. Then take that information and customize your business to best align with your target audience and critical partnerships.

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