Case Study
Enhancing Team Performance Through
Account Health Monitoring
SERVICE CLOUD
The Challenge
Lack of Visibility into the Health of Customer Accounts
Declining Customer Satisfaction Rate
Decreasing Productivity of the Customer Support Team
49%
Improvement
in CSAT
in CSAT
62%
Rise in Support Team Productivity
35%
Reduction in
Case Aging
Case Aging
41%
Improvement in Case Management
Objectives
Improve CSAT
Increase Support Team Productivity
Reduce Case Aging
Improve Case Management
Solution
Account Health Monitoring System
Developed an account health
monitoring system
Interactive Dashboard
Created interactive dashboard with
customizable widgets
customizable widgets
Salesforce Marketing
Categorized the factors that impacted CSAT, assigned points to each category, defined benchmarks to trigger points, and set threshold limits for each benchmark for generating alerts