Salesforce Service Cloud Implementation

Trifecta provided Sika with a seamless and efficient quoting process with a custom-built recipe management system on the Salesforce platform.

Sika

Their Challenge

Sika is a specialty chemicals company with a leading position in the development and production of systems and products for the building and motor vehicle industry. Despite it’s lofty status, the 16,000-employee company had gone years without any truly integrated system or application for customer service.

Limited Visibility

Essentially, all customer information was entered manually into a number of disparate tools. Sika’s sales reps had limited visibility into their work outside of the office and could not communicate effectively with team members.

No Reporting Capabilities

Sika had no ability to see what their concrete producers were quoting and had no ability to help facilitate the sales process. Their executives did not have any insight or reporting capabilities to track activities.

Our Approach

We started by implementing Salesforce Service Cloud with standard workflows, LiveAgent Chat, and SightCall. We then configured Service Console to give them a single screen experience.

Salesforce1 Mobile App

The solution utilizes the Salesforce1 Mobile App functionality. This gives Sika’s field reps the ability to create new cases while in-the-field and have visibility into existing cases. 

Sika Website Cases

Enhanced Case Capabilities

We improved email-to-case and web-to-case capabilities by automating the creation of new cases and providing the customer with immediate feedback and a case number. Sika’s service reps are pro-actively notified of cases with the new ability to engage technical expertise with field reps via video chat.

Sika Service Console DesktopSalesforce Service Console provides Sika's service reps with a single-screen experience.

Results

Our solution has improved Sika’s overall efficiency, and their error rates substantially decreased. Service reps have all customer information at their fingertips on a single screen, giving them a 360-degree view of their customer. And their executives are now able to create and view reports with ease.