Penrod Blog

Service Cloud: Our Preferred Customer Service CRM

11/08/18

Salesforce Service Cloud is a great customer relationship management (CRM) platform used by customer service and support pros. What makes it so great? Here’s Penrod’s take.

It’s easy access

Let’s face it: when you’re trying to support customers, there’s nothing worse than toggling between screens and platforms, trying to figure out who last had the case, what actions were taken, and what the next steps are to meeting the customers’ needs.

Service Cloud eliminates all those pain points in one fell swoop. All the information you need is there on one dashboard. Easy. Simple. Efficient. No more toggling between screens while a customer waits not-so-patiently on hold.

We also love that you can customize user profiles and roles to grant different levels of access so you can see the information you need without being overwhelmed. Get as specific or as broad as you like. For example, management wants to see high-level view of the department. Who is overwhelmed? What types of problems are customers calling in about? What times of day – or year – are the most calls coming in? With Service Cloud, it’s no problem.

Managers can then use this information in planning budgets, schedules, and adding new staff as needed. They can also share this information with executives, giving them high-level insights on developing trends and broad metrics.

It tracks the info you need

Sometimes support issues aren’t solved in one phone call or email. They may require a little more digging or hand holding, or they may require help from different departments. Some cases require multiple calls and notes that are helpful in resolving the issue. But unfortunately, it’s often hard to track and store case notes with traditional CRM tools.

At Penrod, we like that Service Cloud has solved this dilemma. It’s easy to add and change case owners and track all relevant information, such as notes. This allows users to open a case and quickly see what has already been done, what is currently being done, and what future needs may come up.

You have a complex service problem requiring a team of folks? No problem – you can assign it to a group of people, called a “queue” in Service Cloud. The platform’s functionality allows multiple people to have visibility into an issue, share communications, and work together to leave the customer happy.

It’s intuitive

As one Penrod team member put it: “There’s almost a billion ways to do everything in Service Cloud.” Ok, maybe not a billion, but there are so many ways to access the information you need. Clients no longer have to navigate through a maze to get to a certain spot. Often you can access the information you need in just one or twice clicks.

We also like that it’s intuitive. As with anything, there’s a bit of a learning curve, but we’ve found that it’s pretty easy for new users to find what they’re looking for. And with a little training from Penrod’s experts? It’s a snap.

It has a great community

We’re always here to help our clients, but we also understand the value of having your own resource library. We like that Service Cloud offers that with the Knowledge base. Here, you can store, access, and manage content, such as Salesforce training sheets or even your own materials. You can also leverage Chatter Messenger to communicate within your company, to quickly ask questions and tap into coworkers’ knowledge.

It’s adaptable

One of the things we like best about Service Cloud is its adaptability. How often have you used a CRM that is a dinosaur after a few months? No ability to customize it, integrate it, or update it for your changing needs. (Of course, it had a great ability to be frustrating!)

With Service Cloud, you won’t have these worries. Instead, you have a solid foundation that can grow and evolve as your business needs change. And Salesforce is always working to make sure you have what you need: they offer three releases a year, adding new functionality each time.

Penrod’s final take:

We’ve worked with countless clients, letting them know about all the new (and old) features and listening to them to make sure they get exactly what they need. We know businesses grow and evolve, and we want to make sure they get exactly what they’re looking for, when they need it.

That said, for customer service and support professionals, Service Cloud is the CRM to beat. It offers everything you need all in one place, it can be customized to your needs, and it can grow with your business. There’s also the added bonus that it eliminates many CRM-related headaches and reduces “toggle fatigue.”

We’ve worked with countless clients, letting them know about all the new (and old) features and listening to them to make sure they get exactly what they need. We know businesses grow and evolve, and we want to make sure they get exactly what they’re looking for, when they need it.

Read more about how Service Cloud streamlined and improved processes for Security Health Plan!

Ready to eliminate your CRM-related headaches, improve workflow, and help ensure your customers receive top-quality service? Contact us today!

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