Digital solutions for your service
We connect your service channels, automate processes, and create a 360-degree view of your customers – with service, AI, and data solutions from Salesforce.
Connect service, data and processes
Customer service is under pressure: inquiries are increasing, and customers expect fast, personalized responses across all channels. At the same time, budgets and teams are stagnating, while processes are often fragmented. Data is scattered, service requests are handled manually, and field service and self-service processes are often not integrated. This leads to long processing times, high coordination costs, and declining customer satisfaction.
To operate successfully in this environment, you need a central service platform that connects all touchpoints – from the digital customer portal to field service to AI-powered support. We help companies develop their service strategically, technologically, and organizationally – for efficient processes, more satisfied customers, and sustainable growth.
Our maturity model shows where your service stands today – from isolated ticket systems to networked service processes to proactive, data-driven customer experiences with Einstein, Agentforce, and the Salesforce Data Cloud and Service Cloud. We support you in developing your service in a targeted manner – strategically, technologically, and organizationally.
Florian Gehring
„Service is more than just responding. It becomes effective when it takes responsibility and turns contacts into lasting customer experiences.“
Pain Points
Why service fails
Today’s customers expect fast, proactive, and personalized support – regardless of the channel. But many service organizations struggle with the same challenges:
Fragmented data and system landscape
Reactive instead of proactive service
Lack of self-service experiences
Low automation and high costs
Modules
Your service success with Salesforce
From omnichannel support to self-service and field service: we develop your service along key maturity dimensions. Salesforce solutions such as Service Cloud, Data Cloud, Field Service, and Einstein create integration, efficiency, and future viability.
Omnichannel Service
Omnichannel Service
Unified overview of all service channels – from email, chat, and phone to social media and WhatsApp. Requests are automatically prioritized and intelligently routed to available agents.
Self-service and portals
Self-service and portals
Customers find answers faster via knowledge databases, chatbots, and service portals – or resolve issues independently via digital shops.
Field Service
Field Service
AI-supported resource planning, mobile apps, and real-time information ensure punctual technicians, efficient routes, and satisfied customers.
Service Analytics
Service Analytics
Dashboards with real-time data on tickets, SLA fulfillment, and customer satisfaction create complete transparency and data-driven control.
Automation and AI
Automation and AI
Intelligent automation handles routine tasks such as ticket assignment and status updates, while chatbots and agent assist speed up processing.
360-degree data and personalization
360-degree data and personalization
Salesforce Data Cloud consolidates customer data from all sources and delivers personalized insights with Einstein for proactive, individualized service.
Artificial intelligence
AI in service: Automate. Personalize. Be proactive.
AI is fundamentally changing service: from reactive ticket processing to proactive, personalized customer experiences. Our approach combines efficiency, quality, and customer satisfaction – based on Salesforce Einstein and Agentforce.
Predictive and preventive service
Predictive and preventive service
AI detects faults before they occur – and automates preventive measures to avoid downtime and customer complaints.
Intelligent case and knowledge management
Intelligent case and knowledge management
AI understands concerns, automatically prioritizes them, and delivers the right solution in seconds – for fast, consistent service.
Smart agent assist
Smart agent assist
Real-time copilots support service teams with suggestions, process steps, and contextual knowledge – for more productive employees and satisfied customers.
Use Cases
Use cases for efficient, networked service
The following use cases illustrate how companies can optimize their marketing processes, implement campaigns more quickly, and target customers at all digital touchpoints – from email and social media to websites, portals, apps, and events.
Automatically prioritize and assign tickets
Automatically prioritize and assign tickets
Intelligent routing distributes requests to the right employees based on urgency, topic, and availability.
Introduce self-service portals and chatbots
Introduce self-service portals and chatbots
Customers resolve simple issues themselves—around the clock, without waiting times.
Use the mobile field service app
Use the mobile field service app
Technicians receive all order and customer data directly on their device and document results on site.
Analyze service performance in real time
Analyze service performance in real time
Dashboards instantly show bottlenecks, SLA fulfillment, and satisfaction scores – for data-driven decisions.
AI-supported assistance in service
AI-supported assistance in service
Agent Assist suggests appropriate responses, solutions, and next best actions directly in case management.
Automate after-sales and upselling
Automate after-sales and upselling
Consistent customer data from sales, marketing, and service enables personalized offers at the right time.
Customer Stories
Service on the road to success
Our customers demonstrate how customer service works in practice with Salesforce – from the initial project to the scalable platform. Discover how companies from various industries simplify processes, link data, and make growth measurable.
Technologies
Tech solutions for your service
With intelligent solutions and a powerful platform, we fundamentally modernize your customer service – networked, data-driven, and optimally prepared for increasing service demands.
Field Service
AI-supported resource planning, mobile apps, and real-time information for efficient on-site service.
Einstein
Leverage AI-powered analytics, personalized predictions, and intelligent automation to unlock the full potential of your data with Salesfive Einstein.
FAQ
You have the questions – we have the answers.
We know that service processes are complex. That’s why we’ve compiled and answered the most frequently asked questions for you.
With Salesforce, you can consolidate all customer-related information in one place. Your service teams can view inquiries, history, ongoing cases, and relevant data clearly in one system. This allows them to serve customers faster, more consistently, and more personally.
Yes. Salesforce can be seamlessly integrated into existing systems such as ERP, telephony, email, chat, or knowledge databases using integration solutions such as MuleSoft. Data is synchronized automatically, eliminating media breaks in customer service.
Yes. Salesforce supports collaboration across departments, for example between service, sales, and field service. Tasks, comments, and status changes are visible to everyone involved, ensuring coordinated customer communication.
Salesforce creates a shared database for all teams, who can access the same information. Handoffs, queries, and escalations can be tracked transparently directly in the system.
Salesforce is flexible and adapts to industry-specific requirements, service structures, and team sizes – with the option to scale up later. The result is a solution that makes your everyday work easier and doesn't create additional complexity.
We are happy to help you choose the right CRM solution for your customer service. Get in touch with us!
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Intergration and automation
Connect and accelerate your service and business processes with integrated systems, intelligent automation, and a central database. For greater transparency, flexible scalability, and compelling customer experiences.
Artificial Intelligence
Experience how artificial intelligence, data-driven strategies, and practical implementation can help you automate processes, make informed decisions, and create sustainable added value for your company.