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Salesforce· Utility · customer service · ~80 agents· 2021· ~5 months

Service Cloud Rollout for a Utility's Customer Care

Replaced a shared mailbox and three Excel trackers with a proper Service Cloud setup — SLA, routing, knowledge base.

  • Salesforce Service Cloud
  • Email-to-Case
  • Omni-Channel
  • Knowledge
  • Cases auto-routed
    95%+
    no more manual triage
  • First-response SLA
    <30 min
    target met within month 2
  • Shared mailbox retired
    yes
    no fallback, clean cut-over

Business problem

Customer support ran on a shared Outlook mailbox. Escalations happened on Teams. Nobody could tell you which case was breaching SLA until it already had.

Data available

  • Historic email intake (~months of tickets)
  • Organisation structure: queues, shifts, skills
  • Case taxonomy for routing (billing, technical, commercial)
  • SLA targets from the service contract

Solution implemented

  1. 1Configured Email-to-Case and Web-to-Case with clean field mapping, so every ticket is a Case with structured metadata from minute one.
  2. 2Designed case routing and Omni-Channel queues by skill and shift; SLA milestones and auto-escalation on breach.
  3. 3Published a Knowledge Base with articles aligned to the most frequent case types; suggested-article logic in the case layout.
  4. 4Delivered a set of manager dashboards for daily cockpit (open cases, aging, SLA health, agent workload).

Impact

Cases auto-routed
95%+
no more manual triage
First-response SLA
<30 min
target met within month 2
Shared mailbox retired
yes
no fallback, clean cut-over

What I learned

The tool does 20%. The other 80% is defining the process and convincing the team to follow it.
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