• Implemented Salesforce Service Cloud to centralize customer support across multiple channels (phone, email, chat, social media).
• Integrated Salesforce with legacy CRM systems for seamless data access.

Results:

• 30% reduction in average call handling time.
• Improved customer satisfaction (CSAT) scores by 25% due to faster issue resolution.

Key Features Delivered:

• Omnichannel support for real-time agent assignment.
• Self-service portal via Experience Cloud for account management, bill payments, and troubleshooting guides.