Salesforce Service Cloud
Delight your customers with excellent service: Use centralized case management, automation, and AI-powered insights to resolve inquiries faster and increase customer satisfaction in the long term.
Salesforce Service Cloud – the leading CRM for your customer service
With Salesforce Service Cloud, you can design your customer service holistically – efficiently, data-driven, and customer-centric. From the initial inquiry to the individual service journey, we support you with strategic consulting, licensing, implementation, and integration into systems such as SAP, Microsoft Dynamics 365, or other Salesforce solutions. We are also your partner of choice for AI functions such as Service Cloud Einstein or Agentforce.
By connecting service, sales, and marketing data, you get a 360-degree view of your customers, which is the basis for personalized support, faster problem solving, and a consistent service experience across all channels.
Service Cloud grows with your business: With tools such as omni-channel routing, knowledge management, case management, and AI-powered analytics, you can automate processes, increase the efficiency of your teams, and improve customer satisfaction – for excellent service and long-term customer loyalty.
Florian Gehring
Florian Gehring is your expert for the strategic implementation of CRM solutions in Service.
lower support costs with Service Cloud
of service cases are resolved through self-service
increase in customer satisfaction thanks to better and faster service
Use Cases
Personalized customer experience with Service Cloud
Salesforce Service Cloud makes your customer service more efficient, personalized, and automated. Learn about the typical challenges we solve for our customers in service through practical application examples.
Intelligent service case prioritization
Intelligent service case prioritization
Customer inquiries are automatically classified, evaluated, and prioritized. This allows your service team to focus on the most important cases first, resolve them faster, and increase customer satisfaction.
Automatic case assignment
Automatic case assignment
New support tickets are automatically assigned to the people who are best suited based on their expertise, availability, or region. This reduces response times and increases efficiency in your service process.
Proactive customer engagement
Proactive customer engagement
The system uses telematics, maintenance, and diagnostic information to identify potential issues early on. It automatically creates service tickets or reminders, even before customers report the problem.
Empowering self-service
Empowering self-service
Your customers can access a central knowledge database with FAQs, instructions, and diagnostic aids via portals or apps. This allows them to resolve many issues themselves, reducing the workload for your service team.
Channel integration
Channel integration
Whether by phone, email, chat, or app, all inquiries are consolidated in the CRM and presented as a single case. Your service team can see all interactions and touchpoints and respond across channels with full context.
Escalation and SLA tracking
Escalation and SLA tracking
If a case reaches specified thresholds, such as processing time or SLA violations, it is automatically escalated or flagged. This ensures that no issue goes unnoticed.
Leveraging cross- and upselling potential
Leveraging cross- and upselling potential
The system recognizes suitable additional offers such as accessories, maintenance contracts, or service packages. Your service staff can make targeted recommendations and generate additional sales.
Expanded 360-degree customer view
Expanded 360-degree customer view
Service employees can view complete customer profiles in case management, including history, warranty agreements, and contract data. For context-based decisions and personalized support.
Data analysis and AI for better service
Data analysis and AI for better service
Based on historical data and AI-supported models, the system recognizes patterns, such as frequent errors. It recommends next steps, optimizes resource utilization, and improves service processes.
Customer Stories
Projects that stand for better service
We are experts in customer service and process consulting. Discover success stories of how we create outstanding service experiences with Service Cloud.
Services
Our services for the Service Cloud
As an experienced partner, we provide comprehensive support in all aspects of Salesforce Service Cloud – from the initial idea to implementation, ongoing operation, and training for your employees.
Process and technology consulting
We analyze your service processes, identify potential for optimization, and develop a clear digitization approach with Service Cloud – for more efficient processes, shorter response times, and increased customer satisfaction.
License distribution
We advise you on the right licensing model and procure licenses for Salesforce Service Cloud at attractive terms. We place great importance on the cost-benefit ratio to ensure a sustainable ROI for your service system.
Implementation and integration
Our certified experts configure Salesforce Service Cloud as close to the standard as possible, integrate it seamlessly into your existing IT landscape, and create a stable foundation for your customer service.
Individualization
If your requirements go beyond the standard, we develop customized extensions. Our team ensures that your Salesforce platform is perfectly tailored to your service processes and support requirements.
Managed services
Upon request, we can take care of the administration, customization, and operation of your Service Cloud. This ensures that your platform functions optimally at all times, allowing you to focus entirely on providing excellent customer service.
Training
Our Academy prepares your employees for the Service Cloud with practical training courses that reflect everyday support work. Regardless of joint projects, we offer training courses that will enable you to use the platform successfully.
Salesforce CRM platform
Stronger in combination with other clouds
Service processes, customer communication, automation, and data analysis: thanks to its seamless integration with the entire Salesforce platform, Service Cloud becomes the driving force behind your customer satisfaction and service efficiency.
Integrations
Seamlessly connected to your core systems
With Service Cloud, we integrate your service processes, channels, and data into a central platform. This allows you to automate workflows, meet compliance requirements, and deliver consistent, personalized customer experiences across all touchpoints.
FAQ
You have the questions – we have the answers
We know that digitization projects can be quite challenging. That’s why we’ve compiled and answered the most frequently asked questions for you.
Salesforce Service Cloud is a CRM solution for customer service. It helps companies process inquiries quickly and efficiently across all channels, including email, chat, phone, and social media. With automation, self-service portals, and AI-based recommendations, it improves service quality and customer satisfaction.
Yes, Service Cloud can be integrated flexibly. It can be connected to existing systems such as ERP, email, or ticket systems via interfaces (APIs). Salesforce offers numerous standard integrations as well as tools such as MuleSoft for more complex requirements.
While Sales Cloud supports sales, for example in lead and opportunity management, Service Cloud focuses on customer service. It offers functions for case handling, knowledge management, omnichannel support, and automation of service processes.
The Service Cloud is suitable for companies of all sizes, from start-ups to large corporations. Organizations with a high service volume or complex customer issues, such as those in e-commerce, telecommunications, industry, or financial services, benefit particularly from this solution.
AI is tightly integrated into Salesforce Service Cloud and supports service teams directly in CRM by automating routine tasks such as response suggestions, case summaries, and ticket routing.
Einstein AI and Agentforce provide intelligent and autonomous AI capabilities that handle requests around the clock, update data, and independently manage complex service processes. This makes workflows more efficient, response times shorter, and customer service more intelligent and proactive overall.
The cost of Service Cloud varies depending on the range of functions, number of users, and licensing model. Salesforce offers various editions with monthly billing per user. Prices typically start in the low three-digit range per user per month. In addition, there are costs for consulting, implementation, and operation of Service Cloud.
We would be happy to assist you in choosing a suitable licensing model and getting started in the best possible way.
More inspiring content for you
AI in service
You don’t use artificial intelligence yet? Find out what progress you can make with AI in your company!
How AI works in Salesforce: Realistic application examples
Learn about possible AI application examples in Salesforce, the requirements data must meet, and how you can benefit.
MuleSoft: The key technology for seamless Salesforce integration
Reliable system integration is crucial for the success of digital business processes. Why is MuleSoft the ideal choice, and how do companies benefit from scalable data networking?