Customer Service and Support Process in Salesforce.com

Written by ShamrockCRM on July 14, 2009 – 9:23 pm

Yesterday, I shared with you the Sales and Marketing Process Maps that Salesforce.com created.  Today, I will enlighten you with outstanding Customer Service and Support Process Maps that will help to refine and streamline your support process with Customers.

These support business process maps illustrate the flow of communication from customers to your support reps throughout all of the mediums, such as Online Inquiries, Telephone communication, Email Support and Call Sales.  A lot of this initial communication can be automated and tracked without any support rep intervention with the use of tools, such as Web-to-Case, Email-to-Case, CTI Integration with apps such as Skype from the Salesforce.com AppExchange and more.  All communication between customer support representatives using Salesforce.com and the customer can be completely tracked within the tool.  I can help you set this up for your company!

Of course, these process maps include recommended KPI’s and metrics for tracking your support center within SFDC.

salesforce.com customer service and support

Take a look at the following service process maps below in both PPT and PDF format.  Enjoy!

force.com service and support process

Download these process maps in PPT or PDF


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Tanner’s Salesforce.com Background

Written by ShamrockCRM on August 22, 2008 – 12:18 am

-I have acted as the Product Lifecycle Responsible for Salesforce.com for hundreds of users.  This consists of Web Development, Business Analysis, Project Management and Account Management.
-I have solely architected the system for a deployment of 2000+ users for a Global deployment with multiple interfaces and customizations.
-I have implemented many full Salesforce.com deployments for both profit and non-profit organizations.
-I have created thousands of lines of Javascript and APEX for custom S-Controls, Triggers and VisualForce to facilitate business needs.
-I have implemented system integrations using both Java and Cast Iron.  (SAP, SQL, SFDC<>SFDC, etc)
-I have utilized all features within Salesforce.com.  I am an expert with this system.
-I have a Bachelor’s degree in Information Technology and a Master’s degree in Management Information Systems.
-I am a certified Project Management Professional (PMP)

At Shamrock CRM, I perform ad-hoc Salesforce.com development work, consisting of configuration projects, code development, system administration and full Salesforce.com implementations.  My turnaround time is lightning fast.

Do you have any upcoming projects that would require a Salesforce expert?  Do you have any custom APEX / s-controls / formulas / workflows / VisualForce / etc that you need created?  Do you need a dedicated Salesforce.com Administrator and Developer?  What else can Shamrock CRM assist you with?  We are willing to take any size project.

View my personal Resume at http://www.tannershamrock.com


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