Case Orchestration: 12 Case Management Hacks

Hyper-Optimize Your Case Management System in Salesforce and Send Your CSAT Ratings Through the Roof!

Customer Service leaders and Salesforce Administrators alike are constantly seeking innovative ways to enhance service team performance and customer satisfaction. With the launch of Ortoo’s Case Orchestrator on the AppExchange, next-level efficiency and effectiveness are suddenly attainable. This eGuide explores 12 strategic hacks to leverage the full potential of Case Orchestrator for transforming your service and support functions into high-performance teams.

THE 12 HACKS

1. Create Cases Automatically in Salesforce

Automating case creation is a game-changer for service teams. It eliminates manual data entry, reduces response time, and ensures that every customer interaction is captured accurately in Salesforce. With Case Orchestrator, you can effortlessly streamline this process, making your team more responsive and efficient.

Recommended Action: Set up automated triggers within Case Orchestrator to create cases in Salesforce for various scenarios like incoming customer emails, ensuring that your team never misses a beat.

2. Deploy Sentiment Analysis

Sentiment analysis is not just about understanding customer emotions; it’s about strategically prioritizing cases. By analyzing the tone and urgency of each case, Case Orchestrator helps your team address the most critical issues first, improving customer satisfaction and response times.

Recommended Action: Integrate AI-driven sentiment analysis into your case management process with Case Orchestrator, to identify and prioritize cases that require immediate attention, ensuring a customer-first approach.

3. Enrich Cases with Relevant Data

Case enrichment involves adding valuable context to each case, providing your agents with comprehensive information at their fingertips. This facilitates informed decision-making, faster resolutions, and a more personalized customer experience.

Recommended Action: Utilize Case Orchestrator to enhance cases with additional relevant information, pulling data from various sources within Salesforce for a more complete understanding of each case.

4. Automate Case Triage

Efficient case triage is crucial for managing high volumes of customer inquiries. By categorizing and prioritizing cases based on content, urgency, and other factors, your team can focus on what matters most, optimizing response times and resource allocation.

Recommended Action: Implement AI-driven case categorization and prioritization with Case Orchestrator, ensuring that your team always knows which cases to tackle first.

5. Deflect Cases to Self-Service Options

Case deflection is a strategic way to manage workload and empower customers. By guiding suitable cases towards self-help resources like FAQs or chatbots, your team can focus on more complex queries, enhancing overall service efficiency.

Recommended Action: Configure Case Orchestrator to identify and redirect appropriate cases to self-service options, reducing the case load and providing customers with quick solutions.

6. Notify stakeholders in real-time

Real-time notifications are vital for keeping your team up-to-date with case developments. This ensures that agents can respond quickly to changes, maintaining a high level of service and customer engagement.

Recommended Action: Leverage Case Orchestrator’s notification system to alert agents about new cases, updates, or escalations, keeping the entire team in sync.

7. Track and Manage SLAs Efficiently

SLA monitoring is key to maintaining service quality and customer trust. By tracking case progress against SLA timelines, Case Orchestrator helps you avoid breaches and maintain high service standards.

Recommended Action: Use Case Orchestrator to monitor SLA compliance, setting up alerts for cases at risk of breaching agreements, thus maintaining service excellence.

8. Escalate Complex Cases Automatically

Automatically escalating challenging cases to specialized agents or teams ensures that your customers receive the expertise they need for their issues. This not only improves resolution times but also enhances customer satisfaction.

Recommended Action: Configure escalation workflows in Case Orchestrator to automatically pass complex cases to the most qualified agents, ensuring expert handling of intricate issues.

9. Intelligently Route Cases

Dynamic case assignment is crucial for balancing workloads and utilizing agent expertise effectively. By intelligently routing cases, you ensure each case is handled by the best-suited agent, enhancing resolution quality and efficiency.

Recommended Action: Employ Case Orchestrator’s dynamic assignment capabilities to distribute cases based on agent availability, skills, and workload, ensuring an equitable and efficient allocation.

10. Reassign Cases for Balanced Workload

Reassigning cases that remain unattended or in cases where the original agent is unavailable ensures that no customer query is left behind. This approach helps in evenly distributing the workload and maintaining a steady case flow.

Recommended Action: Set rules within Case Orchestrator for automatic reassignment of cases, ensuring continuous progress and balanced work distribution.

11. Trigger Actions Post-Assignment

Post-assignment automation involves triggering specific actions after a case is assigned. This could include sending follow-up emails, creating tasks, or reassignment, which enhances the overall case management process.

Recommended Action: Configure Case Orchestrator to initiate tailored actions post-assignment, streamlining the workflow and ensuring no case falls through the cracks.

12. Request Customer Feedback Automatically

Harnessing the power of feedback is critical in evolving and refining customer service strategies. With Case Orchestrator, automate the process of gathering valuable customer insights post-resolution. This hack not only streamlines feedback collection but also provides actionable data to continually enhance your service quality.

Recommended Action: Configure Case Orchestrator to automatically send tailored feedback requests to customers after their case is resolved. These surveys can be customized to reflect the nature of the case and can include questions aimed at understanding the customer’s experience, satisfaction level, and areas for improvement.

CONCLUSION

Embracing these 12 hacks with Case Orchestrator will transform your Salesforce environment into a powerhouse of service team efficiency. Harness the full potential of Case Orchestrator to elevate your CSAT ratings and redefine customer service excellence.

CALL TO ACTION

Step into the future of customer service with Case Orchestrator.

You can view the Case Orchestrator listing on the AppExchange here.

Or, for more information, or to request a personalized demonstration, reach out to us today at sales@ortooapps.com

Note: Although Case Orchestrator is a brand new app, it is built on Ortoo’s highly-rated, Enterprise-level Q-assign platform. Here’s what some of our high-performance customers have to say about it:

⭐⭐⭐⭐⭐

Eliminated the need for headcount to manually triage and assign cases.  Plus, we can adjust in real-time, eliminating lost time waiting on IT to change code. Great solution with great support!

Anthony Johnson – Director, Support Operations, Sage

⭐⭐⭐⭐⭐

Ortoo stood out as the clear winner on the flexibility of the solution, but they were also a delight to work with. I lost track of the times I said something like “I don’t think this is possible but xyz” and the response was “oh yes, we can do that!”

Milana Richardson – Lead Salesforce Developer, SunPower

⭐⭐⭐⭐⭐

Great solution , easily configurable , friendly and efficient support team who assisted from set up to testing. Amazing team.

Caroline Naidoo – Configurer, Liberty Life

⭐⭐⭐⭐⭐

We are very happy with the solution that we have been able to deliver with the help of Q-assign. The solution has allowed more complex, efficient case distribution and freed up engineer time to focus on more engaging work.

Tom Boyle – Business Analyst, Snow Software

⭐⭐⭐⭐⭐

We use the solution to route cases through to our contact centres. We’re able to do this really efficiently with Q-Assign. The support is unbelievably responsive. I have no hesitation in recommending this.

Philip Purdy – Global Customer Care Lead, Elvie

For more information or to request a personalized demonstration of our Case Orchestrator app, reach out to us today at sales@ortooapps.com

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