Case Study

Securing Data & Improving
Customer Experience

SERVICE CLOUD

The Challenge

U

Securing the personal data gathered from fitness band users



Handle customer queries with inadequate support staff

i

Make documentation available to support sales reps

Objectives

Z

Z

Z

Solution

Introduced multi-factor authentication (MFA) to make data accessible only to the employees with the right to view it

Implemented an Automated Toggling System that would prompt customers to use the fastest method of connecting with support

Expedited data retrieval through a panel that extracts information from multiple sources and arranges them on a single screen