Overview
Tiramizoo, a leading logistics company faced challenges in delivering optimum customer support and reached out to HIC to mitigate those challenges with bespoke Salesforce solutions.
What You Need to Know
With its growing suite of operations across multiple locations, Tiramizoo has grown its customer base globally and needed Salesforce customization to enhance its customer operations.
Why It Matters
Streamlined processes and an organized knowledge base are critical for any business, includingTiramizoo to enhance customer engagement, satisfaction, and operational efficiency.
What HIC Did
HIC Global Solutions streamlined Tiramizoo’s customer support operations, implementing customized Salesforce solutions, and enhancing customer engagement and satisfaction in urban logistics.
Overview
Tiramizoo, a leading logistics company faced challenges in delivering optimum customer support and reached out to HIC to mitigate those challenges with bespoke Salesforce solutions.
What You Need to Know
With its growing suite of operations across multiple locations, Tiramizoo has grown its customer base globally and needed Salesforce customization to enhance its customer operations.
Why It Matters
Streamlined processes and an organized knowledge base are critical for any business, includingTiramizoo to enhance customer engagement, satisfaction, and operational efficiency.
What HIC Did
HIC Global Solutions streamlined Tiramizoo’s customer support operations, implementing customized Salesforce solutions, and enhancing customer engagement and satisfaction in urban logistics.
About the Company
Founded in 2010, Tiramizoo is a leading tech provider for urban logistics in Germany. Our client offers solutions that cater to the optimization of both last-mile delivery and people logistics. Also, Tiramizoo has its headquarters in Munich, with offices in Poland, Austria, Singapore, and Malaysia.
Tiramizoo’s product specifically caters to managing and optimizing deliveries and task management. Our client has created a dedicated app, “Collect & Deliver,” to optimize multi-stop single route last-mile delivery and daily appointments. Other than that, the client has “Just Go, Route Optimizer, Last-Mile Master” solutions that make delivery and task management easier.
About the Company
Founded in 2010, Tiramizoo is a leading tech provider for urban logistics in Germany. Our client offers solutions that cater to the optimization of both last-mile delivery and people logistics. Also, Tiramizoo has its headquarters in Munich, with offices in Poland, Austria, Singapore, and Malaysia.
Tiramizoo’s product specifically caters to managing and optimizing deliveries and task management. Our client has created a dedicated app, “Collect & Deliver,” to optimize multi-stop single route last-mile delivery and daily appointments. Other than that, the client has “Just Go, Route Optimizer, Last-Mile Master” solutions that make delivery and task management easier.
Challenges Faced
To streamline its processes, Tirimazoo had multiple requirements and was seeking solutions to many of its challenges from Salesforce experts at HIC Global Solutions.
Language Configuration Challenge
Struggling with configuring the default language for customer survey forms in Salesforce, leading to potential inconsistencies and communication barriers.
Visibility and Accessibility Challenge in Knowledge Base Structure
Lack of display of nested folders in knowledge base articles, impacting the efficient organization and limiting user accessibility.
Issues in First Response Time Measurement
- Encountered difficulties in accurately measuring case owners’ first response time, resulting in a lack of visibility into customer service efficiency.
- Other than that, they were seeking solutions to various issues that are mentioned in the next segment of our case study.
Challenges Faced
To streamline its processes, Tirimazoo had multiple requirements and was seeking solutions to many of its challenges from Salesforce experts at HIC Global Solutions.
Language Configuration Challenge
Struggling with configuring the default language for customer survey forms in Salesforce, leading to potential inconsistencies and communication barriers.
Visibility and Accessibility Challenge in Knowledge Base Structure
Lack of display of nested folders in knowledge base articles, impacting the efficient organization and limiting user accessibility.
Issues in First Response Time Measurement
- Encountered difficulties in accurately measuring case owners’ first response time, resulting in a lack of visibility into customer service efficiency.
- Other than that, they were seeking solutions to various issues that are mentioned in the next segment of our case study.
Challenges Faced
To streamline its processes, Tirimazoo had multiple requirements and was seeking solutions to many of its challenges from Salesforce experts at HIC Global Solutions.
They were facing issues with
- Language Configuration Challenge
- Visibility and Accessibility Challenge in Knowledge Base Structure
- Issues in First Response Time Measurement
- Encountered difficulties in accurately measuring case owners’ first response time, resulting in a lack of visibility into customer service efficiency.
- Other than that, they were seeking solutions to various issues that are mentioned in the next segment of our case study.
Struggling with configuring the default language for customer survey forms in Salesforce, leading to potential inconsistencies and communication barriers.
Lack of display of nested folders in knowledge base articles, impacting the efficient organization and limiting user accessibility.
Solutions Offered
- After analyzing the challenges faced by Tiramizoo, the industry-leading Salesforce developers at HIC Global Solutions came up with befitting solutions for various problems.
- Below are the solutions created for Tiramizoo’s challenges in Salesforce.
Report Creation and Language Configuration for Customer Surveys:
- Created Automated language-specific customer survey forms: German for the chosen language, English for the “Other than German” category.
- Implemented systematic report creation to record and display customer survey responses in Salesforce.
Knowledge Base Repository - Public Website:
- Developed a public open website to showcase a list of knowledge articles, enabling seamless display on their website when documents are uploaded in Salesforce.
- Implemented a tree view of knowledge base articles with nested folders, accompanied by comprehensive reports for data analysis.
Response Time Calculation Enhancement:
- Calculated first response time exclusively during business hours (8 AM to 6 PM, Monday to Friday) for accurate assessment.
- Introduced three fields—Working Time, Total Working Time, and Reduce Working Time (in minutes)—to capture and analyze the working time spent on case queries.
Creation of Queue and priority setting for Email to Case
- Established Support Tier 1 and Support Tier 2 queues to automate case routing from the website or email, ensuring efficient handling.
- Configured Salesforce to automatically convert cases from ‘xx@tiramizoo.com’ into Salesforce with Priority-Medium, Origin-Email, and assigned to Support Tier 1.
HTML Form Creation for Web to Case:
Developed an HTML website form for seamless case creation in Salesforce whenever users submit the form.
Email Alerts for Notifications:
Enabled Tiramizoo to send email alerts to customers upon raising a case, ensuring proactive communication.
Implemented email alerts to case owners in Support Tier 1, enhancing team awareness and responsiveness.
Developed Quick Action Solutions
Created efficient quick action solutions for Tiramizoo users, facilitating new case creation, internal notes, status updates, task creation, redirection, category and priority changes, reminders, and emails.
Implemented a solution to display relevant content in the category guide based on user selections or when no category is specified.
Solutions Offered
- After analyzing the challenges faced by Tiramizoo, the industry-leading Salesforce developers at HIC Global Solutions came up with befitting solutions for various problems.
- Below are the solutions created for Tiramizoo’s challenges in Salesforce.
Report Creation and Language Configuration for Customer Surveys:
- Created Automated language-specific customer survey forms: German for the chosen language, English for the “Other than German” category.
- Implemented systematic report creation to record and display customer survey responses in Salesforce.
Knowledge Base Repository - Public Website:
- Developed a public open website to showcase a list of knowledge articles, enabling seamless display on their website when documents are uploaded in Salesforce.
- Implemented a tree view of knowledge base articles with nested folders, accompanied by comprehensive reports for data analysis.
Response Time Calculation Enhancement:
- Calculated first response time exclusively during business hours (8 AM to 6 PM, Monday to Friday) for accurate assessment.
- Introduced three fields—Working Time, Total Working Time, and Reduce Working Time (in minutes)—to capture and analyze the working time spent on case queries.
Creation of Queue and priority setting for Email to Case
- Established Support Tier 1 and Support Tier 2 queues to automate case routing from the website or email, ensuring efficient handling.
- Configured Salesforce to automatically convert cases from ‘xx@tiramizoo.com’ into Salesforce with Priority-Medium, Origin-Email, and assigned to Support Tier 1.
HTML Form Creation for Web to Case:
Developed an HTML website form for seamless case creation in Salesforce whenever users submit the form.
Email Alerts for Notifications:
Enabled Tiramizoo to send email alerts to customers upon raising a case, ensuring proactive communication.
Implemented email alerts to case owners in Support Tier 1, enhancing team awareness and responsiveness.
Developed Quick Action Solutions
Created efficient quick action solutions for Tiramizoo users, facilitating new case creation, internal notes, status updates, task creation, redirection, category and priority changes, reminders, and emails.
Implemented a solution to display relevant content in the category guide based on user selections or when no category is specified.
Solutions Offered
- After analyzing the challenges faced by Tiramizoo, the industry-leading Salesforce developers at HIC Global Solutions came up with befitting solutions for various problems.
- Below are the solutions created for Tiramizoo’s challenges in Salesforce.
The solutions which we offered to them
- Report Creation and Language Configuration for Customer Surveys:
- Created Automated language-specific customer survey forms: German for the chosen language, English for the “Other than German” category.
- Implemented systematic report creation to record and display customer survey responses in Salesforce.
- Knowledge Base Repository - Public Website:
- Developed a public open website to showcase a list of knowledge articles, enabling seamless display on their website when documents are uploaded in Salesforce.
- Implemented a tree view of knowledge base articles with nested folders, accompanied by comprehensive reports for data analysis.
- Response Time Calculation Enhancement:
- Calculated first response time exclusively during business hours (8 AM to 6 PM, Monday to Friday) for accurate assessment.
- Introduced three fields—Working Time, Total Working Time, and Reduce Working Time (in minutes)—to capture and analyze the working time spent on case queries.
- Creation of Queue and priority setting for Email to Case
- Established Support Tier 1 and Support Tier 2 queues to automate case routing from the website or email, ensuring efficient handling.
- Configured Salesforce to automatically convert cases from ‘xx@tiramizoo.com’ into Salesforce with Priority-Medium, Origin-Email, and assigned to Support Tier 1.
- HTML Form Creation for Web to Case:
Developed an HTML website form for seamless case creation in Salesforce whenever users submit the form.
Email Alerts for Notifications:
Enabled Tiramizoo to send email alerts to customers upon raising a case, ensuring proactive communication.
Implemented email alerts to case owners in Support Tier 1, enhancing team awareness and responsiveness.
Developed Quick Action Solutions
Created efficient quick action solutions for Tiramizoo users, facilitating new case creation, internal notes, status updates, task creation, redirection, category and priority changes, reminders, and emails.
Implemented a solution to display relevant content in the category guide based on user selections or when no category is specified.
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