Case Study


Salesforce Service Cloud Implementation

Revolutionizing Customer Support for a Vertical B2B SaaS Company


Our client operates using a unique 'acquire and scale' business model, primarily targeting vertical B2B SaaS companies. As they expanded, they encountered challenges in efficiently managing customer support inquiries across their diverse range of products.

  • Distinctive Business Model
    Specializes in acquiring and scaling B2B SaaS companies.
  • Expansion Challenges
    Encountered difficulties in managing customer support inquiries effectively as the company grew.


Our client faced many challenges as they expanded their B2B SaaS business.

  • Inefficient Communication
    Customer inquiries were scattered across multiple channels, leading to coordination issues and prolonged response times.
  • Absence of Centralized Data
    Customer information was decentralized, hindering the delivery of a unified support experience.
  • Resource Allocation Issues
    Lack of insights into case volumes and agent performance made resource allocation challenging.
  • Scalability Concerns
    Existing support infrastructure struggled to handle the increasing volume of requests without compromising quality.


To address these challenges, our client collaborated with us to implement a robust Service Cloud solution. A centralized support hub was established within Salesforce Service Cloud, providing a singular access point for managing customer interactions across all acquired entities.

Automation played a crucial role in enhancing efficiency, with features like Email-to-Case and Omni-Channel Routing automating case creation, assignment, and escalations. Transparency and personalization were prioritized through automated notifications and integration with customer data repositories, enabling proactive communication and data-informed decision-making. The architecture was designed with scalability in mind, ensuring seamless onboarding for new acquisitions and continuous enhancements based on feedback.


The implementation of the solution resulted in:

  • Streamlined Support Ecosystem
    Achieved efficient case management and standardized processes across diverse portfolio companies.
  • Improved Customer Satisfaction
    Proactive communication and personalized support increased customer satisfaction.
  • Enhanced Operational Efficiency
    Data-informed insights improved resource allocation and decision-making.
  • Scalability and Adaptability
    Positioned the client for sustained growth and success in the dynamic SaaS industry.

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