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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

Introduce multi-factor authentication

Z

Implement automated toggling system

Z

Create consolidation of information panel

Dashboard showing IP configurations

Solution

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Multi-factor Authentication

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

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Automated Toggling System

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

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Expedite Data Retrieval

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