
Case Study
Securing Data & Improving
Customer Experience
SERVICE CLOUD
The Challenge
Securing the personal data gathered from fitness band users
Handle customer queries with inadequate support staff
Make documentation available to support sales reps
Objectives
Introduce multi-factor authentication
Implement automated toggling system
Create consolidation of information panel
Solution

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

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

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