Take your service to the next level with Salesforce Service Cloud
Good service is the main reason customers stay. Yet many service teams struggle with inefficiency. Information is spread across systems, staff have to hunt for the right answers and the customer has to tell their story three times. That costs time, money and, above all, frustration.
With Salesforce Service Cloud, you bring all channels and customer data together in one environment. The result: faster resolution times, lower cost per ticket and customers who feel heard.
Control over complex contracts and SLAs
Service is about more than answering the phone. In B2B environments especially, you often deal with complex contracts, SLAs (Service Level Agreements) and technical challenges. We understand that complexity. As a Salesforce partner, we set up the platform to take work off your service staff’s plate, without adding extra admin.
- Omnichannel working: Email, phone, chat or WhatsApp; every question comes in at one central place.
- 360-degree insight: Service staff instantly see what Sales agreed, which products the customer owns and the full history.
- Proactive service: Solve problems before the customer gets in touch, thanks to smart alerts and data insight.
Speed for the customer, calm for your team
We focus on features that save time and raise quality from day one.
Case management & routing
No more emails sitting in personal inboxes. Every request becomes a ‘Case’ and is automatically assigned to the right specialist based on expertise or availability. Nothing falls through the cracks.
Self-service & portals
The fastest service is the service customers handle themselves. By opening up a customer portal or public knowledge base, customers can find answers or check the status of their request 24/7. This takes care of a large share of first-line questions and immediately eases the pressure on your team.
Knowledge base
Why reinvent the wheel? With an integrated internal knowledge base, staff have instant access to articles and solutions for common problems. This shortens onboarding time for new colleagues and speeds up case handling.
Process automation
We automate repetitive tasks. Think of automatic acknowledgements of receipt, status updates to the customer or escalating a ticket when an SLA is about to be breached.
Visibility on resolution and results
Closing a Case is more than changing a status. When wrapping up, the staff member records what the solution was, so a similar question gets answered faster next time. Right after closing, the customer receives a short satisfaction survey, and that score automatically goes to the staff member and the team overview. Managers see in a dashboard how resolution times and volumes develop per channel, team or period, without having to report on it separately.
From complex logic to a watertight process
Our roots are in manufacturing. Service there is often technical and complex: think warranty claims, spare parts and maintenance contracts with strict response times. Because we’re used to translating this heavy logic into Salesforce, setting up customer service is familiar ground for us. Whether you maintain machines or deliver software, we provide a watertight process and technology that supports both that process and the people.
Real-world examples
Smart RMA flows (energy sector)
For companies such as DuraSolar and ZOHD, a defective panel is more than a ticket. We built specific record types that distinguish between ‘Defective at installation’ and ‘Defective after delivery’. Because the data (purchase date, item number) is captured correctly from the start, the right follow-up process starts automatically: from warranty check to immediate stock reservation.
Field Service (high tech & retail)
For Voortman, we optimised the mobile experience: technicians see machine history and job sheets directly in the app, so they work faster on site and record data without errors. At Dripl, we took automation a step further: scheduling is driven by logic, so work orders drop straight into the most efficient gaps in the calendar.
Scalable SLA architecture
Everyone starts with the basics. That’s why, for clients such as Hero, we build in phases: first a solid core process that’s already prepared for the future, with room to add advanced SLA monitoring and escalations later, without having to rebuild the foundation.
Jaäl Pekelder
Sales Consultant
Software that works for your people, not the other way round
New software only succeeds when people enjoy working with it.
Process analysis
We map your current bottlenecks (where are you losing time?).
Configuration & integration
We connect Service Cloud to your ERP or webshop for up-to-date order data.
Training
We train your team to use the environment efficiently, so they spend less time clicking and more time on the customer.
Frequently Asked Questions
What exactly is Salesforce Service Cloud?
Salesforce Service Cloud is a central environment where you bring all service channels and customer data together. All information is clearly organised in one place, and the customer only has to tell their story once. The result is faster resolution times, lower cost per ticket and customers who feel heard.
How does omnichannel routing work in Service Cloud?
With omnichannel routing, every customer question comes straight into one central place, whether it arrives by email, phone, chat or WhatsApp. Each request is immediately turned into a ‘Case’ and automatically assigned to the right specialist, based on their specific expertise or current availability. That way every customer gets the best possible help right away.
Can you monitor SLAs automatically in Salesforce?
Yes, very well. We automate repetitive tasks and build in processes that actively monitor your SLAs (Service Level Agreements). For example, the system can automatically escalate a ticket to a next step or department, so you always deliver within the agreed time. We build this to scale, so you start with a solid foundation and can easily grow into advanced SLA flows.
How does Service Cloud integrate with ERP or webshop data?
We connect Service Cloud directly to your ERP or webshop. Your service team then sees up-to-date order data (such as purchase dates, item numbers and warranty periods) right inside their own service environment. This lets them answer questions quickly and accurately, with all the context they need at hand.
What is the difference between Service Cloud and Field Service?
Service Cloud is the central environment for your inside team and customer service, set up to handle customer questions smoothly across channels such as email, chat and phone. Field Service is the specialised extension for your field team and technicians. It adds smart scheduling logic for work orders and gives technicians on site direct access to the right machine history and job sheets through a mobile app.
How do you get service staff to use the system?
New software succeeds when it gives staff the best possible support in their daily work. That’s why we always start with a process analysis to map where we can gain efficiency. After configuration, we train the team to use the environment naturally and with confidence. The goal is that they find the right information at a glance, leaving maximum time and attention for the customer.
Ready to connect?
Turn your service team into a competitive advantage. Let’s look at where the biggest gains are for you.
