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Customer Experience and Design

Perficient Named a Salesforce Fullforce Service Cloud Master

We are proud to announce that Perficient, a Platinum Cloud Alliance Partner, has been recognized as a Fullforce Service Cloud Master, a program recognizing Salesforce partners with proven expertise delivering industry and cloud-specific services and solutions for customers. Perficient was selected to join this elite program based on its proven customer service expertise and excellent client track record with more than 300 Service Cloud engagements over the past decade. Read the full news release here.


“We are thrilled that Perficient has achieved the Fullforce Master designation for delivering expertise in Service Cloud,” said Neeracha Taychakhoonavudh, senior vice president of Partner Programs, Salesforce. “Fullforce Master partners such as Perficient have passed a rigorous review process and have proven expertise with Salesforce’s Customer Success Platform.”

We’ve entered into a new era of connected customer service where organizations are putting customers at the center of their business – and Perficient is helping to lead the charge delivering innovative Service Cloud solutions. Below are a few highlights of some of our recent Salesforce client success stories. To learn more about Perficient and how we can help you unlock new connected customer service opportunities with the Salesforce Customer Success Platform, I’d encourage you to meet with one of our Service Cloud experts or get a first-hand look at some of our solutions at Dreamforce 2015.

Creating Next-Generation Agent Experiences for Service Optimization

service agent productivity service cloudOptimizing the Service Cloud Console can be a game-changer for service organizations to gain competitive advantage. A network security company was looking to use Service Cloud Console as its productivity platform for global support. Perficient deployed Service Cloud and helped identify ways to optimize the Service Console for technical support engineers with a direct GoToMeeting integration within Salesforce. The impact on a team of 150 support engineers resulted in time savings of 3,000 minutes and 10,500 clicks saved per day. The technical support center and managers also benefited from a fully customizable real-time notification system providing a centralized view to help quickly escalate issues, reduce unnecessary email communications, and prioritize cases to effectively run the support business. Overall the UI enhancements have helped align people, process and technology to their strategic support goals.

Using Knowledge as a Strategic Weapon

knowledge management service cloudAgents need contextual information to service customers quickly and effectively. There is huge potential for service organizations to greatly improve how knowledge is captured and shared, yet companies often struggle to get knowledge management right to drive business results. Perficient’s staff of Knowledge-Centered Support (KCS) certified Salesforce experts helped a leading high-definition action camera company deliver innovative solutions with Service Cloud to automate knowledge creation, create a 360-degree view of the customer, and empower agents with customer intelligence designed to optimize business processes, specifically return merchandise authorization (RMA) and case creation, as well as personalize the customer experience to increase client satisfaction. Many of our clients are also looking to extend knowledge bases with a self-service community for customers, using Community Cloud, which is something we’re recognized and well-known for in the Salesforce community.

Delivering Omni-channel and Self-Service Support for Customers

omnichannel customer support service cloudProviding seamless experiences in today’s digital-first world is a daunting task for many companies.  However, leading gaming companies have turned to Perficient to help “up their customer service game” using Service Cloud. New self-service support models that embrace social, mobile and peer-to-peer collaboration are becoming increasingly popular to quickly scale the business. Perficient has helped these innovative brands explore using Live Agent, Chatter, mobile and gamification to transform the service experience and empower customers to get engaged and serve others. As a Fullforce Service Cloud Master, clients have the confidence that we deeply understand Service Cloud, and how to leverage its capabilities to deliver innovative omni-channel experiences for customer engagement.

Learn more about the Salesforce Fullforce Masters Program in the full news release.

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Andrew ODriscoll

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