How we deployed and customised Salesforce Service Cloud for a B2B SaaS company, reducing average case resolution time by 38% and lifting NPS by 48 points in under six weeks.
A high-growth B2B SaaS company had outgrown its legacy ticketing system. Support cases were managed across three disconnected tools — a legacy helpdesk, shared email inboxes, and a basic Zendesk account — resulting in duplicated work, missed SLAs, and no single view of the customer.
Customer satisfaction scores were declining. NPS had dropped 22 points over 18 months. The VP of Customer Success needed a unified platform that would give agents full customer context, automate routine routing, and provide leadership with real-time visibility into support performance.
Ran a two-week discovery sprint with support, product, and CS leadership. Mapped 23 case types, 6 SLA tiers, and integration requirements with the billing system and product analytics platform.
Configured Service Cloud with custom record types, case teams, and entitlement processes. Set up omni-channel routing to intelligently assign cases based on agent skills, workload, and SLA urgency.
Built Apex triggers to auto-populate account health scores from the product analytics API into case records. Developed LWC components for a unified customer 360 view visible on every case.
Connected Salesforce to Stripe (billing data), Mixpanel (product usage), and Jira (engineering escalations) via REST APIs, giving agents immediate context without system-switching.
Delivered role-based training to 45 agents across three regions. Launched with a two-week hypercare support period to address edge cases and tune automation rules.
The deployment transformed the support team's capability and the customer experience simultaneously. Agents gained full customer context, management gained real-time reporting, and customers received faster, more informed responses.
“RevOps Agentic understood our support complexity from day one. The Service Cloud build they delivered felt tailor-made — not a generic implementation. Our agents love it and our customers can feel the difference.”
— VP Customer Success, B2B SaaS Platform
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