CUSTOMER STORY
A Service Cloud Console implementation to provide world-leading customer service
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Company Profile
ScrapWare is the recycling industry’s premier brand of software that helps businesses that buy, process, transport, sell or broker recyclable materials improve efficiency and compliance.
Designed exclusively for the recycling industry’s unique needs and challenges, ScrapWare offers a robust solution that simplifies every aspect of scrapyard owners and recyclers operations.
Since ScrapWare introduced its innovative platform in 1989, they’ve continually made improvements to keep pace with the changing industry.
The Challenge
This customer is an exciting Software as a Service (SAAS) business and being users of Salesforce.com wanted to extensively use this SAAS platform for their flourishing business.
ScrapWare came to App Solve having recently upgrading to Service Cloud functionality and needed assistance in getting the President of the company out of customer service, automating case assignments and enabling their service team with a functional, productive tool. ScrapWare also expanded the platform to enable their Knowledge Base and wanted to enable the Service Cloud Console as well.
The Solution
App Solve created case assignment and escalation rules so that the appropriate case reached the appropriate rep just at the right time. App Solve also configured the Knowledge Base so that ScrapWare could freely add articles from their prior system as well as configuring the Service Cloud Console so that their service team could handle multiple cases at once, swarm issues and instantaneously draw information from the company Knowledge Base.
The Results
ScrapWare is now able to hit this early entry market with all the information they need because they now understand the prospect journey and know their Sales Cloud is set up properly for now and years to come, while being fully customized to their business.
Very positive experience. Project was delivered on time and budget. Salesforce needs to be enhanced to perform all the functions we require. We had and continue to have a very positive experience with App Solve. It has been a good collaborative effort and we look forward to working with them on future projects.
Joe Floam
CEO
ScrapWare Corporation
Products Utilized
Service Cloud
App Solve’s Service Cloud offerings provide the business experience and technical strength to help companies deliver the best possible customer service.
Services Provided
Subscription Support Services
App Solve’s Subscription Services provide you with on-going consulting and expertise – to insure your Salesforce investment.
What Our Customers Are Saying
"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."
Dawn Jones, Director of Marketing | Kraun Electric Inc.
"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."
Simon Dealy, CEO | HIRE Technologies
"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."
Aaron Jones, CEO | Kraun Electric Inc.
"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"
Anthony Schermer, Senior Account Executive | Accounting Seed
"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."
Craig MacAdam, CFO | Lift North America
"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."
John Chiaramonte, Senior Business Development Executive | Enwave North America LP.
"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."
Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company
"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"
Sierra Hayes, Operations Manager | Dream Local Digital
"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."
Gregory Kennedy, Controller | Generis
"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."
Chris Haase, President | Environmental Products Group
"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."
Lee-Anne Golden, Managing Director | Urban Flats Toronto
"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"
Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions