Salesforce Service Cloud Optimization for U.S. MindCrowd

🔴 Before Implementation

The client, MinCrowd U.S. Brain Research, faced slow case resolution times and a disconnected support process.

• No SLA tracking or automation

• Agents manually updated every case

• Reporting lacked real-time visibility

• Customer satisfaction scores were dropping

🟢 Delivered Results

Lakebridge implemented Salesforce Service Cloud with automated workflows and real-time dashboards.

• SLA-based case routing & escalation

• Auto-responses reduced agent handling time by 32%

• Custom dashboards for claims processing speed

• 41% increase in customer satisfaction (CSAT)

🧰 Tech Stack & Collaboration Tools Used

1. CRM - Salesforce Service Cloud

2. Project Management- Jira, Trello

3. Communication- Google Workspace

4. Development & DevOps -GitHub, Salesforce CLI

5. Documentation- Google Workspace

We collaborated fully remotely, providing U.S. timezone overlap and weekly sprint demos via Google Workspace. Jira was used to track deliverables with full transparency.

💼 Business Benefit for Client

✅ Reduced ticket handling time by 30%
✅ Improved SLA compliance from 45% → 93%
✅ Enabled 24/7 support visibility for supervisors
✅ CSAT improved from 3.4 to 4.8 within 60 days

“Lakebridge made us feel like they were in the next room, not halfway across the world.”

📩 Want to see how we can do this for your team?

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