Consolidating three disconnected support tools into one Service Cloud org — and cutting average handle time by more than a third.
The brand ran customer support across three overlapping systems — a legacy ticketing tool, a shared inbox, and a spreadsheet-driven escalation process. Agents toggled between tabs, context was lost on every handoff, and reporting was effectively impossible.
Leadership wanted a single source of truth, faster resolution, and a self-service layer to absorb the most common requests — without disrupting the busy holiday support season.
Mapped every channel, queue, and escalation path across the three tools, and quantified volume by request type to find the highest-leverage consolidation targets.
Designed one case object and data model that all channels write into, with record types and a clean status lifecycle replacing three incompatible schemas.
Implemented skills-based Omni-Channel routing so cases land with the right agent the first time, with presence-based load balancing.
Stood up a Help Center on Experience Cloud backed by a curated knowledge base, deflecting the top request types before they became cases.
Phased migration by region with agent training, macros, and a two-week hypercare window to stabilize before peak season.
Service Cloud holds the canonical case, contact, and account state — every channel reads from and writes to it.
Email-to-case, web-to-case, and chat all feed the unified case model through Omni-Channel.
Flows, assignment rules, and macros handle triage, routing, and repetitive agent actions.
Experience Cloud Help Center surfaces knowledge articles and deflects common requests.
The biggest win was not the technology — it was agreeing on one case lifecycle everyone trusted. Once the data model was clean, automation and reporting fell into place quickly.