Technology, automotive dealer websites and digital marketingAutomotive Marketing Technology Company
An automotive marketing technology company added 24x7 support SLAs and cleaner case alerts after an ongoing Salesforce engagement.
A technology company builds websites and digital marketing tools for car dealerships and supports them around the clock. It relied on SiiMPLY7 as an on-call Salesforce resource for sales and support improvements.
The challenge
Every customer reply on a case notified the whole support team, creating noise. Manually deleted cases could disappear without anyone noticing, support response and resolution times were not tracked, and cancelled accounts had to be moved to the right stage by hand.
The solution
SiiMPLY7 configured entitlements and milestones to track response and resolution SLAs for 24x7 support, with alerts on breaches. Case replies now notify only the assigned agent, manual case deletions trigger a review alert, and opportunities marked for cancellation move to Cancelled automatically on the cancellation date.
Implementation highlights
What we built.
- Entitlements and milestones for 24x7 support SLAs
- Alerts when SLAs are at risk or breached
- Case reply notifications sent to the assigned agent only
- Alerts on manual case deletion for review
- Automatic stage update on cancellation date
Results
Response and resolution times tracked
Agents see only their own case replies
Manual deletions flagged for review
Engagement summary
An open-ended consulting arrangement gave the team on-demand Salesforce help, later adding a focused support and automation project delivered in one to two weeks.
What's next
With SLAs tracked, the team could report on support performance and set service targets.
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