Salesforce Solution to Email Handling & Multiple Accounts Integration

The client switched to email-to-case service and 22 Outlook accounts integrated with Salesforce. Learn how this was done.

About the client:

The client, based in Germany, manufactures heavy-duty machinery like pumps and valves. They supply expert-designed, durable valves to factories where water is pumped, treated, stored, and distributed. The client is a quality supplier of durable valves, high functionality, and load-bearing mechanisms solutions.

Industry:

Project:

Manufacturing Industry

Data Migration of Emails & Case Records to Salesforce

The Client received a real-time tracking capability and enhanced customer experience and relationships for sustained business growth.

The Challenge:

The client faced challenges in managing customer emails efficiently and integrating multiple Outlook accounts with Salesforce. Addressing these issues was crucial for improving customer service and operational efficiency. These problems were:

1. Email Handling in Outlook

(a) The client Emails were initially received in Outlook. These emails are then forwarded to Salesforce’s Email-to-Case service to create Case records.

(b) Junk Folder Issues: Occasionally, forwarded emails used to end up in the junk folder. This caused the client team loss due to missing customer cases and, potentially losing customers.

2. Integration with Multiple Outlook Accounts

(a) Multiple Accounts: The client operated with 22 separate Outlook accounts that needed to integrate with Salesforce.

(b) Seamless Case Creation: The client needed each of their account to ensure that after receiving emails, Case records are seamlessly created in Salesforce.

3. Limitations with Email-to-Case Service

(a) Restricted Distribution: The client does not provide the Email-to-Case service email address to the customers.

(b) Incomplete Transition: This limitation prevents the client from fully transitioning to the Email-to-Case service in Salesforce.

Boosting Productivity with Salesforce

The Solution:

To address the challenges faced by the client, the following solutions were implemented:

1. Integration of Outlook Accounts with Salesforce: All the 22 Outlook accounts were successfully integrated with Salesforce, ensuring a streamlined and unified system for email management.

2. Real-time Email Fetching: Outlook emails are now fetched in real-time into Salesforce. This immediate synchronization ensures that no customer communication is delayed or

missed.

3. Automated Case Creation: Each received email triggers the creation of a Case record in Salesforce. Additionally, a related Email Message record is created, maintaining a clear and organized a log of all email communications.

4. Attachment Handling: Attachments from emails were automatically linked to the relevant Case and Email Message records as files (Content Version). This ensures that all

pertinent information is easily accessible within the Salesforce ecosystem.

Technology Implemented:

Salesforce Service Cloud
Azure Application
Outlook

Services:

Bulk Outlook Email Service Management
Handle Queueable Processes
Salesforce Integration and Configuration

The Results:

The solutions delivered by CSL experts significantly improved the client’s ability to manage customer interactions efficiently, reduced the risk of missed communications, and enhanced overall operational effectiveness.

Project Benefits:

As a result of the implemented solutions, the client benefited for the following reasons:

Real-time Customer Issue Tracking: Addresses the customer issue promptly, improving customer satisfaction and loyalty.
Improved Operational Efficiency: Real-time tracking allows prioritizing resources, leading to faster resolution times and increased productivity.
Prevention of Customer Loss: Minimizes the risk of losing valuable customers through a comprehensive system in place.

Conclusion:

Cloud Science Labs helped the client in tracking customer issues in real-time eliminating the risk of losing the customers due to lack of operational support. CSL is committed to delivering revolutionary business solutions to customized problems.

Upgrade your customer service today. Streamline your email management and integrate multiple accounts with Salesforce. Contact CSL to learn how!