Customer Service & CX Transformation
Improve CSAT, reduce handling time, and increase conversions with AI-driven Salesforce Service Cloud solutions by IDRMS.
Business Context
A growing CX services organization handling thousands of customer interactions daily needed a scalable platform to unify customer data, reduce response times, and unlock predictive insights across sales and service teams.
Core Challenges
Fragmented customer interactions across channels
High average call handling time impacting CSAT
Missed leads due to delayed follow-ups
No predictive insight into customer intent or sentiment
Manual processes limiting upsell and cross-sell opportunities
IDRMS Solution Approach
IDRMS designed and delivered an AI-powered Salesforce Service Cloud architecture focused on speed, intelligence, and personalization.
Service Cloud for omnichannel case management and SLA tracking
Agentforce to automate website lead capture and route leads intelligently
Einstein AI to predict lead and opportunity conversion likelihood, analyze customer sentiment in real time, and recommend next-best actions for agents
Marketing Cloud to trigger automated, behavior-based engagement
Einstein Activity Capture for a 360° customer interaction timeline
Measurable Results
30% reduction in average handling time
40% increase in qualified lead conversions
25% improvement in CSAT scores
20% increase in upselling success
Why IDRMS
Deep expertise in Salesforce AI & Service Automation
Customer-centric solution design
Proven delivery model with rapid time-to-value
“IDRMS helped us transform our customer service operations with Salesforce AI, resulting in faster resolutions, higher customer satisfaction, and improved lead conversions.”