Implement our expert solutions and get 360-degree views of customers, configure and develop tools for seamless customer experiences, and improve employee collaboration.

1. As customer success becomes an area of focus, businesses look for enhanced value proposition in their offerings.
Customers meanwhile look forward to personal experiences and proactive services, which calls for the availability of
alternate customer channels and support from artificial intelligence and intelligent assistants.
Support agents across organizations however are unable to get a complete view of their customers due to lack of a
single knowledge source, resulting in bad customer experiences. Poor self-service and mobile options hinder customers
from resolving their issues. Coordination issues among multiple departments and low employee productivity due to
diverse, complex systems prevents organizations from implementing an effective CRM.
At Nagarro, we have executed several Salesforce service cloud implementations that not only provided 360-degree
views of the customers, but also helped configure and develop tools for seamless customer experiences. Our consulting
and support services have also aided in improving employee collaboration, helping businesses run smoother.
CRM solutions for an evolving business
US | Mexico | Germany | Sweden | Denmark | UK | Austria | Finland | Romania | Norway | France | India | Singapore | Australia
SERVICE CLOUD ADVANTAGES
SERVICE OFFERINGS
Social media collaboration
Service contracts & entitlements
Service Console
Omnichannel routing
Knowledge base
SOS video chat
Live agent & CTI
Case Management
• Defining CRM program strategy with focus on rapidly changing industry
• Designing scalable architecture solutions using the best practices
• Bringing business innovations with CRM advancements
• Conducting workshops to rationalize applications
Consultation
• Utilizing the Salesforce out-of-the box features
• Developing the custom Salesforce platform
• Developing managed apps
• Migrating data from legacy systems
Implementation
• Utilizing platform integration features
• Using REST and SOAP APIs for custom integrations
• Connecting multiple systems by using middleware
• Integrating with identity management systems
Integration
• Managing standard and custom functionality
• Scaling existing implementation for emerging business needs
• Supporting user queries via dedicated help desk
• Training business users and trainers
Supported and managed services

2. OUR CLIENTS
OUR EXPERT SOLUTIONS
Reduced storage
cost
• Reducing file storage cost by utilizing Office 365 SharePoint and making them
accessible within Salesforce
• Integrating with third party document management solutions to enable users
to easily share, access, and manage files within Salesforce and Salesforce1
• Integrating with FTP servers to store documents into FTP within Salesforce
Generating
personalized
documents
• Integrating Salesforce with third party solution to create and deliver robust,
sophisticated documents with ease by merging data from Salesforce
• Implementing exclusive e-signature solutions (DocuSign, EchoSign) to send
agreements directly from Salesforce reducing customer effort
Developing
managed apps
• Developing and enhancing apps so that customer can focus on core business
• Introducing cost-saving apps with easy-to-manage functionalities in multi-cloud
architecture
SOS video chat and
screen-sharing
• Adding help buttons to native iOS and Android applications so that customer
can connect with agents over one-way video chat and two-way audio chat
• Enabling screen-sharing aids to troubleshoot an issue during the interaction
between agent and end user
Managing single
identity for users
• Reducing 50% login-related helpdesk calls by enabling single sign on with
client's existing identity solution
Creation of customer
service requests from
multiple sources
• From the company website directly through Contact Us forms or live chat
• From social media channels based on sentiment analysis and by sending a
response using Salesforce
• From customer emails and calls to support center
Increase in first call
resolution and
reduction in average
handling time
• Providing a 360-degree view of customer with service console
• Implementing knowledge base for agents
• Automating follow-ups of customer issues with respect to Service Level
Agreements between service provider and end user
Capturing customer
feedback
• Integrating Salesforce with survey apps to capture user feedback, analyze
results and initiate process resolution automatically to increase CSAT and NPS
• Refining customer products by implementing “ideas” generated through the
Salesforce platform
• Improving the knowledge base with inputs from user experiences
Self-service options
for customers
• Implementing integrated communities with knowledge base for customers
• Flexibility for users to create and escalate support issues using any device
info@nagarro.com www.nagarro.com /company/nagarro /nagarro /nagarroinc