This company is a global leader in advanced laser technology. Its products are used across multiple industries, including aerospace, defence, life sciences, and scientific research. These high-precision lasers support highly specialized work—from material analysis to medical innovation.
The team is known for building cutting-edge solutions that power critical research and innovation. With technology this advanced, dependable and efficient customer support is essential.
To support customers, the company offers online self-help tools that allow users to resolve common issues on their own. One of these tools is an interactive guide that walks users through possible solutions step by step.
However, there was a gap in the experience.
Many users still needed to contact customer support after using the guide. Unfortunately, the guide was not connected to the support system. Users had to start over, re-enter their details, and submit a separate support form. This caused frustration and unnecessary delays.
The company wanted a smoother process where:
Users could create a support case directly after using the guide
Customers didn’t need to re-enter the same information
Support agents received complete details upfront
Fewer users dropped off due to a long or confusing process
Disconnected Tools
The self-help guide and the customer support system operated separately. When users needed more help, they had to leave the guide and begin again in another system.
Manual Effort for Users
Customers were required to fill out multiple forms and repeat the same issue details. This made the experience time-consuming and frustrating.
Incomplete Information for Support Teams
Support cases often lacked critical details. Agents needed additional follow-ups, which slowed down resolution times.
Drop-offs During the Support Journey
Some users abandoned the process altogether when faced with extra steps. As a result, issues went unresolved and customer satisfaction declined.
We created a seamless connection between the self-help guide and the support system, ensuring information flowed automatically.
Automation Setup
A middleware solution captured key details from the guide, including user inputs, issue type, and descriptions.
Automatic Case Creation
If the guide did not resolve the issue, users could submit a support request directly within the guide—without navigating to another page.
Complete Information Sent Instantly
All entered details were automatically passed to the support system. A new support case was created with full context, including issue details and contact information.
Faster Support Response
With accurate and complete data available upfront, support agents could begin working on cases immediately.
The new process delivered clear improvements for both customers and internal teams:
Faster Support
Cases are created instantly, and users no longer need to repeat information.
Better Customer Experience
The support journey is smooth and intuitive, leading to higher completion rates.
Fewer Errors
Accurate data transfer reduces misunderstandings and follow-up requests.
Reduced Manual Work
Customers submit once, and support teams no longer need to recreate cases manually.
Higher Case Completion
With fewer obstacles, more users complete the process and get the help they need.
By directly connecting the self-help tool with the support system, the company significantly improved how customers receive assistance. The new solution saves time, reduces errors, and delivers a more seamless support experience.
This project shows how smart, well-planned automation—without unnecessary complexity—can drive meaningful improvements in service quality and operational efficiency.
Explore our Salesforce Implementation Services or Salesforce Managed Services to optimise your customer support today.
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