Allianz, Forbes, Lenovo, Tesco and many other leading companies use Neustar services.
Neustar uses Hoffensoft services.
1. About Neustar
Neustar, Inc. is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location,
identification, and evaluation to help its customers promote and protect their businesses.
Neustar uses Salesforce to provide support to their customers. We implemented Salesforce Service cloud with customization including Apex, Visual force page and Apex Trigger.
Success Story
2. Requirement Summary
- Neustar needed to track all service requests received from customers and the solutions provided:
- Customers should have several options to submit their request
- These requests may be grouped under one of the several pre-defined customer groups and must be tracked separately and confidentially
- Auto response for requests from customers may be generic for a set of customer groups while different for some other customers groups.
- SLA for cases should be enabled for some set of customers under different criteria
- Build knowledge base articles for solutions to most common support queries:
- The articles need to be categorized
- The articles need to go through an Approval process
- Option for customers to log into the support portal where they can manage cases, edit profile etc.
- Agent should have a single window to access case, account, contact, article, etc., to provide quick access to customers.
- Implement customer satisfaction survey for cases (managed by customer managers)
- Provide ongoing Production support to Salesforce Service cloud applications
3. Implementation
We implemented case management system for Neustar using Salesforce with extensive customization. Cases will be assigned automatically to concerned Customer Support groups based on defined criteria. Here are the details-
- Enabled several options to manage cases more efficiently:
- Enabled Email-to-Case
- Enabled Customer Portal and Customer Communities
- Enabled manual case creation option by Salesforce licensed users
- Implemented Assignment rules with various rules.
- Created HTML Email Templates for Various Email Notifications
- Created various Record Types
- Created Page layouts and assigned to various Profiles and Record types
- Created Triggers for populating case field values during case creation/update
- Created custom Case Entry page for certain customer groups using Visualforce Pages and APEX classes
- Integrated with Service now to synchronize the status of Cases related to IT Assets management team
- Enabled Service cloud console for Agents to manage their assigned cases in a single window
- Enabled Entitlements for cases under different sets of criteria to provide quick support to customers:
- SLA details have been enabled in the case detail page to monitor cases
- Three levels of SLA are applicable for all cases where email alert will be sent to concerned distro at each level
- Customer Portal has been enabled for all the customers to manage their cases:
- Credential for each customers to login to their Portal
- Can create case using custom Entry screen
- Can view their own cases and their company cases
- Can view/modify their profiles
- View documents and articles which are shared with them
- Access their Customer support contact details
- Implemented Customer Community for certain customers:
- Through Communities customer can manage their cases
- Customers can able to do the same features like customer Portal
- Community is developed using custom Visual force pages to enhance UI and functionality comparing to Customer Portal.
Enabling Knowledgebase for Neustar was an interesting challenge. Salesforce doesn’t allow validation, triggers and mass update on published articles. We overcame these restrictions by several creative alternatives and some smart coding.
For more details please contact sales@hoffensoft.com