As an advisor to the Director of Business Solutions for a media firm, Rocky Run Consulting implemented the Salesforce Lightning Service Cloud to allow the client to adhere to service level agreements with customers and increase efficiency of the support team.

Lessons learned:

Users were impressed with our well-designed Lightning pages, which made work simpler and more fun by providing and organizing more information about customers in a single view and including more actions for responding to customers.

Through testing and stakeholder engagement, we determined that Salesforce’s Omni-Channel feature was less appealing for the client’s needs. Accordingly, we advised a path ahead to include this feature as a convenient option in the future.