CHALLENGE
As BCS Financial continued to rely on Salesforce to support their operations, they began to
experience delays in the timeliness of system updates and issue resolution. These
challenges created friction for their teams, particularly within Customer Service, where
responsiveness and efficiency are critical. While there were no formal baseline metrics, the
ongoing lag in updates and slower turnaround times made it difficult for the team to
operate at the speed required to effectively support their clients.
SOLUTION
Platinum Cubed partnered closely with BCS Financial to address these challenges by
providing a more responsive and engaged support model. Rather than functioning as an
external vendor, the team embedded themselves into the client’s workflow, enabling faster
review cycles and more efficient execution of updates. Through the implementation of
Service Cloud and the creation of tailored case structures, the solution was designed to
align directly with the needs of the Customer Service team, improving how issues were
tracked, managed, and resolved.
RESULTS
Following the engagement, BCS Financial experienced a noticeable improvement in the
speed and efficiency of issue resolution. Processes that were previously delayed became
significantly more streamlined, allowing the Customer Service team to respond to problems
more quickly and confidently. The implementation of Service Cloud and structured case
management resulted in measurable efficiency gains, ultimately enhancing the team’s
ability to deliver timely and effective support to their clients. What began as a need to
improve responsiveness evolved into a broader improvement in operational efficiency and
team performance.
IMPLEMENTATIONS
– Service Cloud implementation tailored to Customer Service workflows
– Custom case management structures for improved tracking and visibility
– Optimized internal processes to accelerate updates and issue resolution
– Embedded support model to enable faster review cycles and execution
SALESFORCE PRODUCTS
– Sales Cloud
– Experience Cloud
