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CASE STUDY

Service Simplified: Streamlining Case Management with Salesforce for SGX

About the Client

MaxTrader, a SGX group company, operates as a financial technology company that provides a foreign exchange trading platform that facilitates market connectivity, trade execution applications, and distribution capabilities for banks, broker-dealers, and hedge funds in the global eFOREX marketplace.

Description

Singapore Exchange (SGX) - MaxxTrader unit needed to optimize its customer support process to manage cases more efficiently and improve response times. The company faced challenges with manual workflows, leading to delays and reduced customer satisfaction due to recent acquisition. By implementing Salesforce Service Cloud with automation, SGX transformed its case management system, enhancing both productivity and customer experience.

Work Details

Analyzed existing customer support workflows to identify inefficiencies in case management.

Implemented Salesforce Service Cloud to automate case assignment, SLA management and tracking.

Configured email to case, web to case, SMS to case, and call center sync for 360-degree case handling.

Integrated Salesforce with existing systems to ensure seamless data flow and real-time updates.

Developed automated reporting to provide insights into case resolution times and customer service performance.

Benefits

Improved case resolution time by 35%, resulting in faster support responses.

Reduced manual workload for support agents by automating case routing and management.

Increased customer satisfaction by 25% through more efficient and timely support.

Enhanced visibility into customer support metrics, enabling data-driven decisions for ongoing improvement.

*Delivered as Thutech

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