Desk.com makes it easy for your agents and customers to solve customer service issues, resulting into saving cost and better experience for customers and agents. We leverage our expertise in customer service processes, desk.com and other cloud apps to setup desk.com so it integrates with other processes, service channels and apps.
We setup an integrated desk.com based customer service solution. Our services include:
Architecture and Implementation Strategy
We develop an integrated view for customer service processes and identify the different workflows, business rules, approvals, reports, roles, channels and data integration needs. This becomes an input for the desk.com configuration and integration needs. Our deliverables include:
- Business architecture that captures systems, departments, roles, customers & operational processes that interact or are impacted by desk.com
- To-be process documentation with role definitions, deliverables, SLAs and process metrics
- Detailed business requirements for desk.com implementation
- Technical architecture with system integration specifications with other systems and salesforce.com apps
- Desk.com Implementation Plan
Typical engagement takes about 2 weeks.
Desk.com implementation service include:
- Desk.com setup and training: We setup the case workflows, case categories, workflow roles and permissions, dashboards and reports. Our professional trainers provide classroom training and computer based training.
- Data Cleanup and Migration: Data services include cleaning up the current customer service data and migrating data from legacy systems, flat files onto desk.com.
- Integration: Desk.com provides integration solution for many popular cloud apps. We use default desk.com integration solutions or create custom integration solution to ensure that desk.com is well integrated with management reporting, sales, finance and other operational processes. We have extensive experience building custom salesforce and desk.com integration.
- Experienced: Over the last eleven years we have efficiently managed over 300 solution engagements while transforming businesses through better analytics, organizational process changes, and cloud CRM solutions.
- Consistent: Our Salesforce Certified professionals are trusted and recommended by our clients. Over 80% of our business comes from our existing customers.
- Creative: We challenge our own thinking and come up with creative solutions that meet our customers' requirements.
- Adaptable: We understand that each company has its unique needs and constraints. So we provide flexible options to structure their working engagement with us.
- Affordable: We combine onshore-offshore delivery to reduce delivery costs to let our clients enjoy quality without the overhead and bureaucracy of larger consulting companies.