Enterprise Self-Service & Support Modernization via Salesforce Integration
The Client
A Telecommunications and Cloud Services Provider was looking to significantly upgrade its legacy service management tools and manual workflows. To support their next phase of growth, they needed an agile, automated solution that could handle routine inquiries and provide customers with a centralized way to track orders, billing, and service status. Leadership wanted a unified, scalable platform to improve the "cost-to-serve" model and empower customers through digital self-service.
The TurningPoint Solution
TurningPoint architected a unified digital experience by integrating Salesforce Service Cloud and Experience Cloud. We translated complex business requirements into a secure, role-based architecture that allowed support teams to spend less time on routine inquiries, focusing instead on complex and custom customer requirements.
A branded, intuitive portal enabling customers to independently access services, track orders, view billing, knowledge libraries, and resolve common queries, reducing dependency on support teams.
An intelligent chatbot facilitating automated ticket creation, smart search capabilities, and seamless escalation to live agents when required.
Read-only dashboards that highlight active services, order status, and invoice data.
Domain-based access and approval workflows to ensure data security across a diverse enterprise customer base.
A centralized system that unifies web, email, chat, and voice/SMS via Amazon Connect into a single case management system for the support team.
Seamless integration with multiple backend systems for billing and inventory management.
The Impact
TurningPoint brought a modern customer support and self-service solution to this customer by unifying customer engagement, case management, and knowledge into a single digital experience. This self-service model lifts agent productivity and efficiency, allowing live agents to focus on high-value, complex problem solving. The resulting visibility improves service metrics and creates a foundation for growth, operational efficiency, and reduced costs.
Outcome
The result is a unified, AI-enabled platform that improves customer satisfaction, reduces friction, and enables support teams to focus on high-value work. For enterprises managing complex services, this modern self-service approach is critical to scaling support without increasing cost. TurningPoint serves as a strategic service delivery partner, translating business requirements into a secure, scalable Salesforce architecture designed for long-term operational success.
Proven Process. Expected Results.