Overview
Discover how the integration of Salesforce Workflow streamlines case management and email communication for a leading legal and compliance software provider.
What You Need To Know
Mitratech sought to enhance customer service and streamline case management by implementing Salesforce Workflow solutions.
Why It Matters
In a business serving over 1800 companies across 160+ states, efficient case management and timely communication are crucial for customer satisfaction and operational efficiency in the legal and compliance software industry.
What HIC Did
HIC Global Solutions helped Mitratech automate email processes, improve case resolution, and enhance customer communication through seamless integration of Salesforce Workflow.
Overview
Discover how the integration of Salesforce Workflow streamlines case management and email communication for a leading legal and compliance software provider.
What You Need To Know
Mitratech sought to enhance customer service and streamline case management by implementing Salesforce Workflow solutions.
Why It Matters
In a business serving over 1800 companies across 160+ states, efficient case management and timely communication are crucial for customer satisfaction and operational efficiency in the legal and compliance software industry.
What HIC Did
HIC Global Solutions helped Mitratech automate email processes, improve case resolution, and enhance customer communication through seamless integration of Salesforce Workflow.
About The Client
Headquartered in Austin, TX, Mitratech is a 35-year-old company and an industry-leading provider of end-to-end software solutions for legal, compliance, and HR professionals. With offices in the UK, Australia, and India, Mitratech seeks to boost productivity, control risk, and mitigate risk by aligning organizations, increasing visibility, and collaboration.
About The Client
Headquartered in Austin, TX, Mitratech is a 35-year-old company and an industry-leading provider of end-to-end software solutions for legal, compliance, and HR professionals. With offices in the UK, Australia, and India, Mitratech seeks to boost productivity, control risk, and mitigate risk by aligning organizations, increasing visibility, and collaboration.
Challenges Faced
As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges
Email Management
Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.
Case Resolution
Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.
Customer Communication
Maintaining timely and relevant communication with customers regarding their case status was becoming complex.
Process Inefficiencies
Manual processes in case management and email handling led to inefficiencies and potential errors.
Challenges Faced
As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges
Email Management
Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.
Case Resolution
Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.
Customer Communication
Maintaining timely and relevant communication with customers regarding their case status was becoming complex.
Process Inefficiencies
Manual processes in case management and email handling led to inefficiencies and potential errors.
Challenges Faced
As a long-standing business with a vast customer base, Mitratech encountered the following significant challenges
They were facing issues with
- Email Management
- Case Resolution
- Customer Communication
- Process Inefficiencies
Tracking and managing emails for a large customer base across different regions became increasingly difficult for agents.
Resolving cases efficiently and keeping track of older cases posed a challenge to the support team.
Maintaining timely and relevant communication with customers regarding their case status was becoming complex.
Manual processes in case management and email handling led to inefficiencies and potential errors.
Proposed Solutions
Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.
Implementation of Salesforce Workflow
- Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
- The solution included automated email alerts to customers when their cases were closed in Salesforce.
- Automatic case closure was implemented for cases older than 30 days without customer response.
- Special handling was set up for closed cases, including status updates and restrictions on further communications.
- The Email-to-Case functionality was achieved through Workflow implementation.
Proposed Solutions
Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.
Implementation of Salesforce Workflow
- Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
- The solution included automated email alerts to customers when their cases were closed in Salesforce.
- Automatic case closure was implemented for cases older than 30 days without customer response.
- Special handling was set up for closed cases, including status updates and restrictions on further communications.
- The Email-to-Case functionality was achieved through Workflow implementation.
Proposed Solutions
Evaluating the need for automated case management and email solutions, HIC Global Solutions proposed the implementation of Salesforce Workflow tailored to Mitratech’s specific requirements.
The solutions which we offered to them
- Implementation of Salesforce Workflow
- Using HIC Global Solutions’ expertise in Salesforce development, Workflow was implemented to address Mitratech’s unique email and case management challenges.
- The solution included automated email alerts to customers when their cases were closed in Salesforce.
- Automatic case closure was implemented for cases older than 30 days without customer response.
- Special handling was set up for closed cases, including status updates and restrictions on further communications.
- The Email-to-Case functionality was achieved through Workflow implementation.
India 
USA
UK
Canada