About the client
The client is a U.S.-based leader in healthcare linen and specialty uniform distribution. Their products are installed in over 1,000 hospitals worldwide. They also support a large union of over 120,000 ironworkers across North America.
Client challenges
As part of a broader digital initiative, the client sought to establish a robust foundation on Salesforce Service Cloud. Their goal was to consolidate phone, email, and web cases into a single system, providing support agents with better tools to work more efficiently and consistently.
But their existing setup had significant gaps:
- Support channels were disconnected, which resulted in slow responses and inconsistent service.
- Manual tasks, without automation, led to errors and slower workflows.
- There was no clear way to prioritize or escalate urgent cases.
- Outdated agent tools made it hard to work efficiently or train new team members.
- No real-time voice integration was available, which curtailed CRM access during live calls.
- Poor visibility into team performance due to missing dashboards and KPIs.
Solution
To solve these issues, LevelShift deployed a complete Salesforce Service Cloud solution:
- Set up case intake from phone, email, and web, with automatic creation, routing, and prioritization.
- Launched the Service Console with tabs, Split View, and built-in tools like Macros and Flows to guide agents.
- Created a searchable Knowledge Base with articles, FAQs, and case-linked suggestions.
- Integrated Service Cloud Voice with Talkdesk for real-time call logging, screen pops, and routing based on agent availability.
- Built custom dashboards to track metrics like First Response Time, Case Volume, and SLA performance, all tied to business hours.
Benefits
The solution gave the client a reliable and scalable support system with real results:
- 45% faster case handling with centralized case management across all channels
- 35% increase in agent productivity through streamlined tools and workflows
- 40% reduction in first response time by routing high-priority cases automatically
Other wins included real-time CRM access during calls, better reporting through dashboards, and faster onboarding with guided agent tools and a more straightforward UI.