Service Cloud
Deliver connected, intelligent customer service with scalable Salesforce Service Cloud solutions
Salesforce Service Cloud enables organizations to deliver consistent, personalized, and efficient customer support across every channel, from email and phone to chat, messaging, and self-service portals. But achieving exceptional service outcomes requires more than activating features. It demands thoughtful design, streamlined processes, and deep integration with your broader customer and operational systems.
As a trusted Salesforce partner, we help organizations transform Service Cloud into a unified customer service platform. Whether you’re implementing Service Cloud for the first time or modernizing a complex support operation, we align technology, processes, and people to reduce resolution times, improve customer satisfaction, and scale support efficiently.
Services
Service Strategy & Roadmap
We work with service leadership to define support objectives, KPIs, and a phased roadmap, aligning Service Cloud capabilities with customer experience goals and operational efficiency targets.
Service Cloud Architecture & Setup
Design and configure a secure, scalable Service Cloud architecture, including case management, queues, entitlements, SLAs, and role-based access tailored to your support model.
Omnichannel Service Enablement
Implement and optimize omnichannel routing across phone, email, chat, messaging apps, and social channels to ensure faster response times and consistent customer experiences.
Case Management & Process Automation
Streamline case lifecycles with automation, intelligent routing, macros, and guided agent workflows, reducing manual effort and improving first-contact resolution.
Knowledge Management & Self-Service
Field Service Enablement
Extend Service Cloud with field service capabilities to manage work orders, scheduling, mobile technicians, and asset service, ensuring seamless on-site support experiences.
Service Analytics & Performance Insights
Deliver real-time dashboards and reports for case volume, resolution times, agent performance, and customer satisfaction, enabling data-driven service improvements.
Integrations & Connected Service Ecosystem
Integrate Service Cloud with ERP, billing, inventory, CRM, and third-party systems to provide agents with a complete, 360-degree customer view.
Managed Services & Continuous Optimization
Provide ongoing support, enhancements, and performance optimization to ensure Service Cloud evolves with changing customer expectations and business needs.
ITC Approach
Whether you are building a modern support organization or scaling an existing service operation, we take a collaborative, flexible approach, focused on outcomes rather than rigid delivery models. We begin by understanding your customers, support processes, and operational constraints, then design a Service Cloud solution that balances speed, quality, and cost.
From fragmented service channels and limited visibility to complex SLAs and high case volumes, our proven methodology ensures a smooth, transparent transformation. With a strong focus on adoption, governance, and measurable service outcomes, we help you turn Service Cloud into a strategic customer experience platform.
Right-Shore
Customers can combine resources from our onshore, offshore, and nearshore delivery centers.
Business Continuity
IT Convergence retains a highly skilled consultant staff with low attrition rates, providing you with the best experience.
Center of Excellence
Help ensure compliance and process adherence through rigorous documentation.