Service Leaders need to deliver more customer satisfaction, for less

As a Service Leader, success means delivering excellent support while keeping costs down. Every request is an opportunity to build trust and boost customer satisfaction.

Your team needs to respond quickly, with the right information, while cutting manual tasks and admin costs.

The key? Automation and smart workflows that help your team do more with less, improving both customer satisfaction and efficiency.

That’s where we come in.

Benefits for Service

1

Faster Response Times with Fewer Resources

2

Quicker Issue Resolution

3

Higher Customer Satisfaction, Lower Operational Costs

Service Leaders need to deliver more customer satisfaction
routing engine
get data accuracy in salesforce

Features for Service

Scalable Routing Rules

Get the right cases to the right agent automatically, even at high volume. Build advanced routing rules that adapt to the complexity of your business and customer needs, all without needing to add headcount.

Smarter Case Creation and Triage

Reduce admin and save time with automated and AI-powered actions that filter out irrelevant inquiries, enrich case data instantly, and prioritize high-value or urgent issues for immediate handling.

Code-free Configuration

Stay agile: Easily update and manage your workflows with point-and-click configuration, empowering you to make changes on the fly without relying on IT.

Real-time Workload Management

Optimize every team member’s productivity with real-time workload balancing, ensuring that your current staff is fully utilized and no one is overwhelmed or underworked

Inbox to Action: Create and Enrich Cases from Email

Integrate Outlook, Gmail or any email client for automatic Case creation, update, enrichment and prioritization, to automate and upgrade your service workflow.

Omni-Channel Routing for Contact Centres

Take Omni-Channel routing to the next level with enhanced Contact and Call Centre routing, including CTI integration with Amazon Connect, Service Cloud Voice and more.

TALK TO US

Ready to streamline your service operations?

ortoo apps on salesforce appexchange

Apps for Service

Our suite of solutions work seamlessly together to deliver a best-in-class Service delivery operation that scales with you. You also benefit from our complimentary 5 Star implementation and support.

workforce effectiveness solutions for salesforce

Q-assign for Service

Case Assignment on Steroids: Dynamic Assignment Rules, Omni-Channel Routing + AI

The #1 AppExchange app for complex, high volume Case routing and management.

"We use Q-assign to route cases through to our contact centres. Excellent solution. The support is unbelievably responsive. I have no hesitation in recommending."
Philip Purdy
Global Customer Care Lead, Elvie
"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 Intacct
"Ortoo has helped us to take case automation to even greater levels. We started the year talking about dynamic actions as a concept, and ended it as a reality where their tool is now not only assigning cases, but also providing instructions to the case owners and managers under various conditions."
Anthony Johnson
Director Support Operations, Sage Intacct
"Q-assign has proven to be an outstanding tool that has resolved many of the issues we previously faced. Since its implementation, the difference in how assignments are handled has been remarkable. The workload is now evenly distributed among all our agents, with multiple factors being taken into account to ensure fair and efficient case allocation."
Flore Meric
Project and Problem Manager, Equativ
"Q-assign is an invaluable addition to the Salesforce AppExchange, providing seamless assignment and distribution of tasks. Its intuitive interface and robust features enhance workflow efficiency, ensuring tasks are allocated with precision. The app's customization options cater to diverse business needs, while its reliability fosters a smoother project management experience."
Arvind Kesharwani
Salesforce Technical Consultant, Aldar Properties
"Email-to-anything helps streamline our Customer Service process. Provides an excellent solution for case creation and is easy to configure."
Mili Zemel
Salesforce Team Lead, JFrog
"We didn’t control Omni-Channel, it was controlled by our IT team, any changes or modifications needed to go through a sprint. We wanted to get a tool that would place Case Assignment into our hands. With Q-assign we’ve managed to shave 4 days off our overall time to resolution."
Ben Sykes
Support Operations, Rapid7
"We’ve eliminated at least one full-time headcount from manual case assignment, and with the automation of load balancing, we’re probably saving at least another. Q-assign ensures no analyst gets overwhelmed, which improves both efficiency and team morale."
Anthony Johnson
Director Support Operations, Sage Intacct
"Our time to resolve cases has come down by 50%. Q-assign helps us get the right case to the right person immediately, removing the delays we used to face when assignments were done manually."
Anthony Johnson
Director Support Operations, Sage Intacct

SERVICE USE CASES

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Assigning Cases in Salesforce to the First Available Customer Service Agent

Customer Service teams can realize a significant improvement in operational efficiency. By dynamically assigning cases to the first available agent, the app minimizes wait times, thereby contributing to a more responsive and satisfying customer experience.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Next-Level Email-to-Case: AI-Driven Triage and Case Automation

How AI can empower customer service teams to handle high volumes of email inquiries with greater speed and accuracy.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Skills-Based Case Routing in Salesforce

By harnessing the capabilities of Q-assign for Service, customer service departments can significantly uplift their service standards. Skills-based case routing not only streamlines workflows but also ensures customers benefit from the highest level of expertise available, fostering loyalty and trust.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Triggering A Sentiment Analysis On An Inbound Case in Salesforce

Implementing AI-powered sentiment analysis via Q-assign’s Plug-in Actions equips the Customer Support Team with critical insights, enabling them to react swiftly and effectively to varying customer sentiments.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Revolutionize IT Support with the Ultimate Salesforce IT Ticketing System

For IT support and helpdesk teams using Salesforce, Email to Case: Ultimate Edition presents a transformative solution. It streamlines the management of support requests and ensures that every case is handled with the utmost efficiency and care, leading to improved service quality and customer satisfaction.
Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Salesforce Email to Case – The Ultimate Upgrade, with AI-Powered Triaging

See how Email-to-case: Ultimate Edition enables Service teams to enhance productivity and to optimize resource allocation, improve conversion rates, and positively impact customer satisfaction.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Optimizing Service Team Effectiveness With Intelligent Case Assignment Rules

Adopting Q-assign empowers Salesforce Service Teams by enhancing productivity, optimizing resource allocation, improving customer satisfaction, and stimulating revenue growth.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Escalating High Priority or Complex Cases Automatically in Salesforce

By automatically escalating the most critical cases, customer service teams can offer prompt and specialized attention where it is most needed, thereby elevating the customer experience and maintaining a competitive edge in service excellence.

Talk to us

How can we help?

Book a demo

Want to see our solutions in action?

Free trial

Take any (or all) of our Apps out for a spin