Client Challenge:

A lot of critical incidents interrupting the client’s business process and

affecting service delivery.
 No post-production support for the Salesforce Service Cloud
that was implemented by the previous vendor, caused a lot of
incidents from different client locations.
 Gaps in knowledge transfer to end users caused an
understanding issue in the basic functionality.

More than the incidents in themselves, there was no proper knowledge
transfer for end users on the basic functionality of Salesforce Service
Cloud enhancements.
Approach:
Inherently followed the ITIL process for Incident Management and
Problem Management.
 Followed agile methodology for an incident, problem, and
change request and resolved the incidents on a priority basis.
 Set up weekly review calls with each country superusers.
 Bridged the knowledge transfer gaps with ‘Training the trainer’
program.
 As a best practice, determined an incident response process,
documented the changes and refreshed the sandbox every
week.
 As part of continuous improvements,
a) A ‘recurring incidents’ on the same issue were
escalated as a ‘problem.’
b) Created a knowledgebase, for end users, where
common issues were stored for reference.
c) In the case of multiple incidents on the similar
enhancement, Solunus proposed a ‘change’ and
took the priority for improvement.
Solunus’ Salesforce offerings.
Our team of Salesforce experts are well versed in
handling business critical, enterprisewide Salesforce
implementations. Our extensive experience has helped
us understand the requirements of various industry
segments and functional areas. We have utilized this
knowledge to optimize delivery frameworks, enhance
user experience and develop innovative custom built
solutions for our clients.
Our Salesforce services include
 Sales Cloud implementation
 Service Cloud implementation
 Marketing Cloud implementation
 Community Cloud implementation
 Analytics Cloud implementation
 Custom Development with Force.com
 Data Migration
 Integration Services
 Support and Maintenance
Find out what Solunus can do for you.
Call or email us at
214-200-4800 / info@solunuscorp.com
433 E Las Colinas Blvd, Suite 1240, Irving TX 75039
www.solunus.com
Follow @solunusinc
Impact:

Well planned incident response process improved the client’s customer service and accelerated their business.

 Simple and effective way to log and track incidents, and let the key stakeholders collaborate, accurately document the
processes and close the incidents.
 The complete incident response process resulted in the occurrence of fewer incidents on functionality-understanding
issues.
 Knowledgebase helped users to resolve issues themselves instead of raising an incident.

Client Challenge: Lot of critical incidents interrupting the client’s business process and affecting service delivery.

Our client, a multinational cleaning equipment manufacturer, established in 1906, started using Salesforce Service Cloud to
serve their customer base across various countries. With multiple users located in different regions, it was quite challenging for
the client to train the end users on Salesforce Service Cloud enhancements/implementations. Neither was there a proper
definition for an ‘incident,’ nor there was an incident response plan to follow. As a result, the client suffered;

 No post-production support for the Salesforce Service Cloud that was implemented by the previous vendor, caused a lot
of incidents from different client locations.
 Gaps in knowledge transfer to end users caused an understanding issue in the basic functionality.

More than the incidents in themselves, there was no proper knowledge transfer for end users on the basic functionality of
Salesforce Service Cloud enhancements.

Approach: Inherently followed the ITIL process for Incident Management and Problem Management

Solunus identified every single participant in the incident response process to define, develop and maintain an incident response
plan.

 Followed agile methodology for an incident, problem, and change request and resolved the incidents on a priority basis.
An incident’s priority was determined by its impact on users and the business, and its urgency to be addressed.
 Set up weekly calls with each country superusers (a superuser is a SPOC who takes the complete control over
incidents) to keep track of issues and regularly review and resolve all incidents.
 Bridged the knowledge transfer gaps with ‘Training the trainer’ program where our team trained a set of users on every
piece of functionality that was developed on Salesforce Service Cloud.
 As a best practice, determined an incident response process, documented the changes and refreshed the sandbox
every week.
 As part of continuous improvements,

a) A ‘recurring incidents’ on the same issue were escalated as a ‘problem’ and resolved permanently rather than
temporarily.
b) Created a knowledge base, for end users, where common issues were stored for reference.
c) In the case of multiple incidents on the similar enhancement, Solunus proposed a ‘change’ and took the priority for
improvement.
Impact: Well planned incident response process improved the client’s customer service and
accelerated their business.

 Simple and effective way to log and track incidents, and let the key stakeholders collaborate, accurately document
the processes and close the incidents.
 The complete incident response process resulted in the occurrence of fewer incidents on functionality-
understanding issues.
 Smooth process for change requests/implementations.
 Knowledgebase helped users to resolve issues themselves instead of raising an incident.
 Delivered top service to the end users so that they get more productive in their jobs.

For more information, please visit www.solunus.com or contact

Venkat Subramanian, President & COO, Solunus, Inc. + (973) 851-3531 venkat@solunuscorp.com

Steven A. Fuentes, Partner Alliance Director, Solunus, Inc. + (914) 299-2517 steven.f@solunuscorp.com

Kirk Smith, Director – Business Development, Solunus, Inc. + (469) 995-1596 kirk.s@solunuscorp.com