FORMSTACK FOR SALESFORCE PRICING FULL
This project also consisted of a full data migration of Formstack’s Knowledge Base from Zendesk to Salesforce. This simple yet effective automation prevents agents from having to supervise their pending cases. For example, if a correspondence date extends beyond a certain period of time, an automation will push a bump notification. All of this data is valuable for reporting purposes, as it can influence internal changes such as hiring needs and work bonuses.Īdditionally, OBO developed comprehensive workflows in Salesforce to automate and organize Formstack’s processes. Tier timestamps help agents to keep track of when their cases transition to new tiers. Supervisors can effortlessly indicate an agent’s online status, case quantity, bandwidth, and more. The omni-channel supervisor board displays a queue backlog summary, which indicates the average and longest wait times for queues. OBO implemented a skills-based routing feature that could ensure Formstack’s best-suited agents would be assigned to relevant cases. Omni-channels route cases to the most available and qualified support agents within the console. OBO was able to customize Salesforce’s omni-channel routing feature for Formstack’s use case. These solutions would help unify their operations, keep their customer data within a single system of record, and optimize that data for customer interactions. OBO evaluated Formstack’s current business processes, requirements, and needs to migrate their team from Zendesk to Service Cloud.
Organizational transitioning to a platform model with the support team having more shared workflows and cross-training.Developing a plan to effectively migrate any required data out of their Zendesk into Service Cloud.Migrating the team and existing data accurately into new systems without disturbing their current operations.Aligning teams with any new process and ensuring adoption of the new toolset and capabilities.Ensuring adoption from their team and reducing hesitancy to switch processes was a main objective.
This migration would facilitate more meaningful interactions with their customers using actionable data and insights. Their existing integrations were not providing them with the actionable data they needed to better understand and support their customers.įormstack came to OBO looking to migrate their teams from Zendesk to Salesforce Service Cloud. CHALLENGESīefore working with OBO, Formstack was using a number of technologies to manage their processes, including an unoptimized, 10-year-old Salesforce instance. Serving over 27,000 organizations worldwide with an employee population of 230+, Formstack has no shortage of data and users to manage. Formstack is a workplace productivity platform that helps businesses automate their processes and boost efficiency.
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