Pro Audio Equipment Manufacturer
A Texas pro audio manufacturer moved customer and technical support off a shared inbox into Service Cloud, with structured cases, queues, and SLA tracking.
The client is a Texas-based manufacturer of professional recording equipment — microphone preamps, compressors, equalizers, microphones, and guitar pedals — sold to musicians, studios, and dealers worldwide. Founded in 2011, the company has grown into a globally recognized brand ranked on the Inc. 5000 list of fastest-growing private companies, with hundreds of thousands of units in use across major live music venues, commercial recording studios, broadcasting control rooms, and home studios. A multiple TEC Award winner, their products are trusted by engineers and artists around the world. Support ran out of a shared Gmail inbox and Zoho Forms, with inquiries managed largely by one person. SiiMPLY7 was engaged to implement Service Cloud and turn ad hoc email support into a structured, measurable process.
The challenge
Customer support, technical support, and dealer inquiries all landed in the same inbox, so nothing was categorized, routed, or consistently owned. Case closure was ambiguous, with issues left open and no clear stages. There were no queues, no SLAs, and no reporting, which made it impossible to see volume, response time, or what was driving repair requests.
The solution
SiiMPLY7 implemented Service Cloud with a unified Service Console for customer and technical support agents. The build included Email-to-Case across multiple support addresses, case and ticket management with types for product repair, product inquiry, and general questions, and queue-based routing to the right team. Intake was migrated from Zoho Forms into Salesforce, and the team added automations, approvals, SLA management, email templates, and reports and dashboards with defined case stages.
Implementation highlights
What we built.
- Implemented Service Cloud with a unified Service Console for support agents
- Configured Email-to-Case across multiple support addresses
- Built case types and queues for repairs, inquiries, and dealer questions
- Migrated intake from Zoho Forms into Salesforce
- Added SLA management, automations, approvals, and email templates
- Delivered support dashboards with defined case stages and status tracking
Results
Email and form inquiries become tracked cases with clear ownership
Repairs, product inquiries, and dealer questions routed by queue
Dashboards track case aging and resolution against service levels
Engagement summary
SiiMPLY7 delivered a Service Cloud implementation with a unified Service Console, Email-to-Case, queue-based routing, SLA management, and reporting, moving support off Gmail and Zoho Forms into a structured, measurable process.
What's next
Next steps include letting customers select case types at submission, deeper automation of repair workflows, and expanded SLA and customer-satisfaction reporting.
More case studies
Looking for similar results?
Let's simplify the complex, together.
A senior architect, not a sales rep, will map your first move inside 48 hours.