Service Cloud

Quickly respond to customer needs on any channel.

What is Salesforce
Service Cloud^®?

Service Cloud is all about keeping your customers happy by delivering exceptional customer service. Service Cloud gives you a platform to empower clients through self service portals, your service team the full picture of your customers, connect sales & service teams and provide management with overviews to ensure high levels of service delivery.

What can you do with Service Cloud?

You can impress your customers by giving them a self service portal to check FAQs and knowledge articles. If their needs go beyond that, your service team can respond quickly and efficiently by having a complete understanding of their needs on their service console.

Service Cloud can be connected to communication channels, configured to generate reports & dashboards giving you contact center performance insights and AI tools to provide proactive service delivery.

Service Cloud improves business processes when connected to other Salesforce Clouds (such as Sales Cloud^®, Marketing Cloud^® or Experience Cloud^®) identifying opportunities for Sales to generate revenue.

40%

Increase in agent productivity

41%

Faster first contact resolution

34%

Increase in customer retention

*Source Trailhead Service Cloud

Get the best out of Service Cloud with VRP Consulting

Whether you are looking to improve customer services, optimise customer account management or create channel communication spaces, we have the experience to help get you up and running in no time.

1. Customer Service

We configure your customer self service portal with the look and feel of your business. Further customisations include the following, all giving the opportunity to personalise your customer conversations:

Case management
Macro configuration and management
Service process automation
Knowledge management
Service analytics
Community portal

2. Omni Channel Communication

Our team will connect to multiple communication channels to provide you with the ability to reach out to your customers in the way they require:

Messaging: Live message, SMS, WeChat & WhatsApp
Email engines
Embedded Services: Live agent (Snap Ins), Chat bots, video chat
Social networks:Twitter, Instagram, Facebook, YouTube
Telephony (CTI), Call centre implementation & configuration
Community platforms
Service X, a VRP product for cross channel communications. ServiceX

3. Field Service Lightning

Our project team will configure and connect your Field Service Lightning to align your agents, dispatcher and mobile workers using:

Core Field Service Lightning
Field Service Lightning managed package
Field Service Lightning mobile app
Dispatcher console
Geocoding configuration

4. Service Cloud Voice

Our team will implement and configure Service Cloud Voice to empower your call center agents and supervisors with more visibility and delight customers with smarter, faster case resolution:

Integrated telephony with all calls on one platform
Omni Channel visibility via the Service Console
360-degree view of each customer and their requests
Automatic voice transcription of calls appended to cases
Streamlined interaction for agents via Omni Channel widget

5. AI for Service Cloud

Our developers take your Salesforce platform a step further by implementing AI elements into your core platforms, giving you the ability to provide proactive customer service through:

Einstein Bots
Einstein Next Best Action
Einstein Case Classification

What are your options?

If you are taking your first steps with Salesforce, or evolving your existing platform, our experts can match your needs with either full-service consulting and delivery projects, staff augmentation or support. Click to find out more.

Our Cloud Experience Matrix

Explore our project matrix to learn how our customers were able to digitally transform their business, gain valuable customer insights, automate business processes, improve customer service delivery, personalize their marketing campaigns, implement market-disrupting solutions and drive revenue by harnessing VRP expertise and the power of Salesforce.

Featured Case Studies

PROJECT

Created and configured a new customer and partner portal to increase customer satisfaction and streamline collaboration

PLATFORM

Experience Cloud, Service Cloud

LOCATION

Germany

INDUSTRY

Financial Services, Consulting

Show full story

With VRP you can always expect clear communication, commitment to meet project goals and proactive input of ideas for the optimal implementation.

Rafael Blaschke

Head Of Master Data & Contracting
PROJECT

Getting on the Salesforce AppExchange

PLATFORM

Service Cloud, Tableau CRM, PDO, AppExchange

LOCATION

London, UK

INDUSTRY

Hi-Tech

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VRP Consulting helped us develop our AppExchange App and expertly navigated the security review process. I'd highly recommend them for any PDO project.

Christopher Kellner

VP Sales & Partnerships
PROJECT

Partnership

PLATFORM

Service Cloud, Experience Cloud, Community Cloud

LOCATION

UK

INDUSTRY

Aviation / Manufacturing, Consulting

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VRP has been a key partner in ideation, design and delivery of Yocova. They continue to impress with their attention to detail, high level of communication, and willingness to go the extra mile.

Mark Goodhind

Chief Product Officer
PROJECT

Consulting design and delivery engagement to merge Thalys and Eurostar orgs, data and processes following corporate merger

PLATFORM

Service Cloud, Sales Cloud, Marketing Cloud, Loyalty Cloud, Boomi, MuleSoft

LOCATION

UK, France, Benelux, Germany

INDUSTRY

Transportation

Show full story

The successful launch of the DELTA project saw Eurostar reach a significant milestone in its digital transformation journey. Thanks to the support of VRP's technical expertise, Eurostar is able to provide a unified customer experience for our contact centre customers.

Laurent Bellan

Chief Technology Officer (CTO)

Get in touch

Your voice matters. Feel free to leave your question or comment here with your details and we will get back to you.

Contact us to kickstart your next Salesforce project or join a fast-growing, innovative company who put their customers and employees at the heart of everything they do.