A Single View of the Customer for Caseware

Implementing Salesforce Customer 360

In 2010, CaseWare Africa implemented Salesforce Customer 360 with the help of CloudSmiths to integrate their CRM with the service desk, enhancing visibility and efficiency across the customer journey. This integration resulted in tripling their profits and doubling revenues.

Enhancing Customer Experience

Centralising processes on Salesforce, implemented by CloudSmiths, enabled CaseWare Africa to capture data across the customer journey, improving customer interactions and allowing for proactive issue resolution. Webinar topics were shaped by commonly searched terms, educating customers on key features before problems arose.

Proactive Communication with Rich Data Insights

Salesforce provided CaseWare Africa's sales team with full visibility of the customer journey, accelerating order processing and onboarding. Custom features like quoting and invoicing from one dashboard made operations more efficient. During the COVID-19 pandemic, Marketing Cloud Account Engagement allowed them to customise and automate communications, ensuring timely updates on regulatory changes.

Building a Strong Support Community

CloudSmiths utilised Service Cloud to provide omnichannel support, enabling customers to start live chats, raise cases, track tickets, and access knowledge articles from a central login. In 2020, the knowledge base was viewed over 87,000 times from approximately 144,600 logins, allowing customers to train themselves and resolve issues independently.