Service Cloud, Manufacturing, Salesforce

Support Teams Respond 40% Faster After LevelShift’s Service Cloud Rollout

About the client

The client is a U.S.-based leader in healthcare linen and specialty uniform distribution. Their products are installed in over 1,000 hospitals worldwide. They also support a large union of over 120,000 ironworkers across North America.

Client challenges

As part of a broader digital initiative, the client sought to establish a robust foundation on Salesforce Service Cloud. Their goal was to consolidate phone, email, and web cases into a single system, providing support agents with better tools to work more efficiently and consistently.

But their existing setup had significant gaps:

Support channels were disconnected, which resulted in slow responses and inconsistent service.
Manual tasks, without automation, led to errors and slower workflows.
There was no clear way to prioritize or escalate urgent cases.
Outdated agent tools made it hard to work efficiently or train new team members.
No real-time voice integration was available, which curtailed CRM access during live calls.
Poor visibility into team performance due to missing dashboards and KPIs.

Solution

To solve these issues, LevelShift deployed a complete Salesforce Service Cloud solution:

Set up case intake from phone, email, and web, with automatic creation, routing, and prioritization.
Launched the Service Console with tabs, Split View, and built-in tools like Macros and Flows to guide agents.
Created a searchable Knowledge Base with articles, FAQs, and case-linked suggestions.
Integrated Service Cloud Voice with Talkdesk for real-time call logging, screen pops, and routing based on agent availability.
Built custom dashboards to track metrics like First Response Time, Case Volume, and SLA performance, all tied to business hours.

Benefits

The solution gave the client a reliable and scalable support system with real results:

45% faster case handling with centralized case management across all channels
35% increase in agent productivity through streamlined tools and workflows
40% reduction in first response time by routing high-priority cases automatically

Other wins included real-time CRM access during calls, better reporting through dashboards, and faster onboarding with guided agent tools and a more straightforward UI.

Technology

Service Cloud, Talkdesk Integration

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