Salesforce Service Cloud

CloudMasonry was formed by a group of seasoned enterprise Salesforce consultants that were looking for a new way to deliver their services. With over a decade of Salesforce consulting experience we knew that organizations of all sizes were desperately seeking reliable consulting partners, so why should large enterprises hold a monopoly on that pool of talent.

CloudMasonry By The Numbers

10 +

YEARS OF SALESFORCE
EXPERIENCE

4 +

AVERAGE SALESFORCE
CERTIFICATIONS BY CONSULTANT

10 /10

PERFECT SALESFORCE
CUSTOMER SATISFACTION SCORE

SALESFORCE SERVICE CLOUD

CloudMasonry assists organizations in their implementation of Salesforce Service Cloud. Our approach to system design is to balance the need for simple and efficient user experiences with the need for robust data and reporting capabilities demanded by modern enterprise organizations.

Salesforce Service Cloud engagements bring our resources into partnership with our client’s support and call center teams to collaboratively design and build a bespoke scalable solution that meets the needs of users today, with an eye on accommodating the requirements of tomorrow.

Customer History and Support Details

Organize your data and provide your users a 360-degree view of your current customers. See the complete history of every customer account, their purchase history, entitled level of support, and previous support interactions. Never again will the right hand not know what the left is doing.

Customer Accounts | Multi-Account Hierarchies
Contacts | Roles and Relationships | Support History
Contracts | Assets | Entitlements | Activities | Cases
Leads | Campaign Tracking | Funnel and Conversions

Case Tracking and Resolution

Increase the efficiency of your support professionals by providing them with a world class case management and collaboration tool. Capture, route, and resolve customer issues while capturing the metrics needed to determine employee performance, identify customer attrition risks and elevate opportunities for upsells and revenue generation.

Case Entry | Case Routing | Business Hours
Case Collaboration | Case Teams
Reporting | Dashboards
Upsell | Cross Sell Opportunities

Support Entitlements and Escalations

Never again place a customer relationship at risk by missing a service level agreement (SLA) milestone. Allow Salesforce Service Cloud to provide visibility to those issues at risk of slipping through the cracks.

Customer Assets | Contracts | SLAs
Service Entitlements | Support Milestones
Case Escalations | Proactive Notifications
Business Hours | Case Aging | Reporting | Dashboards

Customer Communities / Self Service

Reduce the cost of supporting your customers by providing them the ability to find the answer to common questions and see the progress of their reported issues without ever picking up a phone or sending an email.

Customer Community Case Management
Salesforce Knowledge Management
Email to Case | Case Collaboration | Case Comments
Case Assignment and Routing| Case Queues | Automation

Telephone / IVR Integrations

Increase the throughput of your existing support professionals by integrating the routing and logging of both inbound and outbound phone calls.

Automated Dialing | Call Pops | On Screen Call Transfers
VoiP Telephony Integrations | Soft Phone Integration
Resource Availability and Skill Based Routing

Integrated Chat

Improve customer satisfaction by allowing them to chose their preferred channel of support communication. By including integrated chat, allow for one support representative to handle multiple interactions while leveraging time saving features such as canned text and linking knowledge/support articles.

Integrated Chat Agent
Common or Automated Responses
Chat to Case | Chat Support History

Client Success Stories

In collaboration with the Strata team, CloudMasonry undertook a process of identifying and implementing meaningful Salesforce enhancements to better align its design with the current needs of the business.

CloudMasonry designed a solution to centralize both client communications and operational data to ensure more efficient client responses without the need for additional headcount.

Through ongoing partnership and an Salesforce innovation cadence, CloudMasonry has enabled CREXi to respond to the changing needs of its business as it experiences tremendous organizational growth.

CloudMasonry worked collaboratively with Prosci and others to re-architect their existing Salesforce environment to accommodate newly integrated business systems while minimizing the disruption to existing user processes.

Through an ongoing partnership, CloudMasonry has enabled Teys USA to improve its user’s Salesforce experience through the automation of repetitive tasks and the removal of redundant data requests.

CloudMasonry enabled the dental care startup Evenly, to hit the ground running with a purpose-built Salesforce solution. In a few short weeks, CloudMasony was able to design and deliver an integrated solution that met both the needs of today while still accommodating the anticipated need to scale in the future.

CloudMasonry enabled Bernie’s Book Bank to better anticipate their needs and have a greater organizational impact by restructuring their use of Salesforce and providing ongoing support and guidance.

CloudMasonry helped Kensington gain valuable insights into their account-based marketing efforts through the implementation of an advanced marketing analytics tools.

CloudMasonry partnered with Clickbooth to deliver in 3 weeks a consolidated instance of Salesforce providing a true 360-degree view of all customer data.

CloudMasonry partnered with Flexera to develop and integrate a new online community in support of over 80,000 customer and partner community users.

CloudMasonry partnered with Beamery to transform their end-to-end selling process and to provide ongoing innovation services allowing Beamery to respond quickly to changes in technology or business need.