Identifying Customer Service Pain Points
interactions becomes overwhelming. You’re handling technical queries, billing issues, onboarding requests, cancellations, complaints, and more. All of them require different levels of skill, priority, and time investment.
That’s where things start to unravel.
Ticket volume spikes without warning
Marketing launches a campaign. A product update rolls out. Or there’s a service outage. Suddenly, support is flooded with requests – and there’s no easy way to sort through them all. Agents get buried. Customers wait. SLAs slip.
Manual triage slows down resolution
In many orgs, ticket triage is still a manual process. Cases get reviewed, tagged, and routed by humans. This adds delay and inconsistency. Some cases go to the wrong team. Others get ignored entirely.
Some agents burn out while others sit idle
Without dynamic workload balancing, support centers suffer from inefficiency. High performers get overwhelmed, while newer team members may be underutilized. That imbalance creates churn and lowers team morale.
No easy way to prioritize what matters most
A password reset gets the same response time as an enterprise customer threatening to churn. That’s a problem. When there’s no intelligence behind your support workflows, everything looks urgent – and nothing gets the right focus.
Regional teams struggle with consistency
Different geos have different norms, SLAs, and workflows. Without centralized control and automation, customer experience varies wildly depending on where the case is handled – and by whom.
What Case Orchestrator solves
Case Orchestrator is built to bring structure and scale to global service operations. It transforms Salesforce into an engine for high-performance support, with everything optimized to help agents succeed — no matter where they’re located.
Here’s what the product enables:
AI-driven case triage
Each incoming case is automatically categorized, enriched, and prioritized based on your rules. Case Orchestrator pulls relevant customer data from Salesforce, flags urgency, applies your SLA logic, and tags it for accurate routing.
Dynamic assignment based on skills and load
Agents aren’t just assigned by queue – they’re matched by expertise, tenure, and current capacity. The platform continuously balances workload across your support teams, so nobody gets buried and customers don’t wait.
Real-time responsiveness
If volume spikes or staff availability changes, Case Orchestrator adapts immediately. It reassigns cases, accelerates routing for urgent queries, and helps your teams respond faster without escalating every issue.
SLA tracking and automation
Timers begin the moment a case is created. SLAs are monitored constantly, with automated escalations and alerts if targets are at risk. You no longer need to rely on memory or custom workflows to stay compliant.
Built-in customer context
Each agent sees a full history of prior interactions, open tickets, resolved cases, product ownership, and sentiment data. This means no one has to ask the same question twice – and customers get answers that make sense.
Scales without growing headcount
Case Orchestrator helps your existing service team handle more work – with higher quality – by automating the parts of support that waste time. You can absorb demand without adding more agents or depending on overworked supervisors.
What Case Orchestrator delivers
- Automated triage and case enrichment, directly in Salesforce
- Skill- and load-based case assignment for global teams
- SLA alerts, tracking, and automatic escalations
- Complete customer context for every agent, every time
- Real-time adaptability to volume spikes and resource shifts
- Significant reduction in manual processes and handle time
Success Story – Sage Software
” Great solution with great support! We are approaching 50,000 cases a year. Eliminated the need for headcount to manually triage assign cases. Advanced logic easily setup to distribute cases based on skills, tenure, product matching, and severity, with multiple levels of quotas to meet any scenario a large and growing organization experiences. Plus we can adjust in real-time, eliminating lost time waiting on IT to change code. Powerful new dynamic actions + messaging via case comments, email, Teams, or Slack enable us to have reminder rules running to not only assign & reassign, but also add messaging for the new owner without having to manage Salesforce email templates. The Ortoo support team has been wonderful to work with these past few years.”
Anthony Johnson – Support Operations, Sage
Deployment of Case Orchestrator
Deployment is quick and simple. It starts with a free 30-day trial on the AppExchange and includes:
- Integration with Salesforce: Download Case Orchestrator from the AppExchange and seamlessly integrate with Salesforce to leverage existing data and workflows (Case Orchestrator is 100% native to Salesforce)
- Custom Configuration: Engage Ortoo’s Enablement team (this service is provided Free of Charge) to tailor Case Orchestrator’s features – such as email triage, case categorization, and automated reassignment – to align with the company’s specific operational needs.
- Multi-territory Rollout: Implement the solution across all regions with a phased approach, ensuring minimal disruption to ongoing operations.
- Training and Support: Provide comprehensive training to customer service agents and managers. Establish a support system for troubleshooting and feedback collection.
