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Automating Customer Support with JSON And Salesforce Integration
Automated JSON data integration with Salesforce streamlined case registration, machine management, and technician scheduling for a gaming company in Australia.
Customer
Gaming Company
Country / Region
Australia
Industry
Gaming
Highlights
JSON data processing
Automated case registration
Dynamic validation forms
Seamless user experience
Client Requirements
Survey and Validation Processes
A requirement for a technician-led survey after service completion, with validation checks and admin review capabilities.
Comprehensive Machine Management
The system needed to manage and process details for multiple machines, including service types and photo uploads.
Data Integration
The client required a system to extract data from a JSON body and seamlessly load it into Salesforce for processing.
Automated Case Registration
The system needed to automatically register cases based on customer interactions, such as calls to a toll-free number.
Challenges
Complex Data Handling
The client needed to efficiently extract and load extensive data from JSON bodies into Salesforce, ensuring no data loss or errors during the process.
Automated Case Management
The requirement to automatically register cases based on customer interactions and assign technicians accordingly added a layer of complexity to the process.
Validation and Survey Integration
Implementing a robust validation system for service forms, followed by a technician-completed survey that required admin approval, posed a challenge in terms of user experience and system reliability.
Seamless User Experience
Creating a seamless and intuitive user interface that could handle complex processes like scheduling, data entry, and document uploads without overwhelming the user was essential.
Solutions
Automated JSON Data Integration
Developed a system using Apex and LWC component to seamlessly extract and load data from JSON bodies into Salesforce, ensuring accurate data processing.
Dynamic Case Registration
Automated the case registration process based on customer calls, enabling efficient management of service requests.
Technician Scheduling System
Implemented a scheduling feature that allows for easy assignment of technicians and scheduling of service visits based on registered cases.
Comprehensive Machine Management Forms
Designed and integrated dynamic forms to manage service details for multiple machines, including data validation and photo uploads.
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Technical Stack
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COMPANY
Our client, a prominent gaming company based in Australia, required an advanced solution to streamline their customer support processes. Our client sought to enhance their service operations by automating data integration from JSON files into Salesforce.
Conclusion
The automation of JSON data integration streamlined customer support by eliminating manual case registration and ensuring real-time data synchronization. Technician scheduling and validation processes improved efficiency, reducing delays in service management. The intuitive system enhanced user experience, enabling seamless machine tracking and service documentation.
Benefits
Improved Customer Service Efficiency
Our client experienced smoother and quicker customer service processes due to the automated system that registers cases instantly when a customer contacts support.
Seamless Photo Documentation
The ability to upload and attach machine photos within the system allowed the client to keep a visual record of machine conditions.
Enhanced Technician Scheduling
The new system allowed for efficient scheduling of technicians based on customer requirements. The automated scheduling process ensured timely technician visits, leading to higher customer satisfaction and seamless service delivery.
