An efficient back office system thanks to Salesforce Service Cloud
Winston is an innovative law firm that offers people with legal issues the opportunity to turn to lawyers in an approachable way. Through their online platform, you can request legal advice for which you pay in advance and receive a quick and clear answer. Just as if you were ordering something from your favorite webshop!
To support their online platform, a back office system was needed to ensure that the right legal questions are forwarded to the right lawyers. For this Winston needed a Salesforce Service Cloud implementation partner who couldn’t only implement a customized tool and processes but who also believed in their service and vision. Enter The Customer Link!
Phase 1: Implementation of Service Cloud and integration with CMS Craft
Since Winston is a start-up, a lot of their processes still had to be defined. To get this job done, we organized a thorough discovery workshop in which we reviewed all processes, case flows and other requirements. After we captured all this information, it was time to implement Service Cloud.
In this implementation, the typical functionalities of a Service Cloud were set up such as a knowledge base, omni-channel, autoresponders, and so on. We also built several custom components to support Winston’s processes. Finally, an integration between Salesforce Service Cloud and CMS Craft was necessary because the front-end of Winston’s online platform is built on CMS Craft.
Phase 2: Building advanced templates
In the second phase of the project, we created several advanced templates for the company to make sure that the communication to clients can be done professionally, automated and branded. These templates would not only be used for presenting legal advice, but also for sending automated invoicing and offers. We therefore decided to build these templates with PDF Butler. This tool also facilitates the set-up for electronically signing offers. Handy right?
After the go-live, we provided end user and admin training for the entire Winston team. Now they can also work independently with Service Cloud! In addition, they could always come to us with questions during the follow-up period.
TCL as Salesforce partner for the coming years
The Customer Link is now Winston’s go-to partner when it comes to Salesforce enhancements. We support the team when needed and will continue to do so in the coming years. In this way we ensure that the company continues to grow!
“To support our vision of a trendy, approachable and digital legal firm, TCL is the ideal partner. TCL customized Salesforce for Winston, with a focus on automation and scalability.” – Armin Wintein, Winston
Are you also in need of a Salesforce Service Cloud partner? Don’t hesitate to contact us. We are happy to link you to one of our experts!