Automating Customer Support for a Health & Wellness Brand
When customer support slows down, growth suffers. This fast-scaling wellness brand partnered with us to automate case handling, unify communications, and accelerate lead conversion with Salesforce.
Background
A leading health and wellness brand, referred to here as a direct-to-consumer nutrition company, offers diet products and personalized support for individuals pursuing better health outcomes. As customer expectations rose and online traffic increased, the company needed to upgrade its support systems to ensure timely, informed, and automated interactions across sales and service
Challenges
Despite having Salesforce in place, the client faced operational bottlenecks that slowed case resolution and limited sales opportunities:
Manual Case Handling: Customer support was managing cases manually, leading to delays and inconsistent prioritization.
Lack of Automation: Case routing and email response management lacked automation, hurting SLA compliance and customer satisfaction.
Disjointed Tools: Outlook, web forms, and Salesforce operated in silos, preventing unified communication and tracking.
Fragmented Knowledge Base: Customers and agents lacked easy access to up-to-date product or policy information, increasing support volume.
Solutions
Wisdom Square implemented an integrated Salesforce Service Cloud solution focused on automation, faster resolution, and smarter communication. Key components included:
Automated Case Creation: Implemented email-to-case and web-to-case to auto-create cases from emails and website inquiries, removing manual effort.
Queue-Based Case Assignment: Built automation using Apex and Process Builder to assign cases to queues based on issue priority, enabling faster triaging.
Outlook Integration: Synced Outlook with Salesforce, so every customer conversation was tracked within the CRM and linked to the appropriate records.
Web-to-Lead Integration: Deployed web-to-lead forms to capture and qualify leads directly from the website, feeding them into aligned marketing campaigns.
Self-Service Knowledge Base: Launched Salesforce Community Cloud to share curated knowledge articles with both agents and customers, improving resolution speed and reducing support load.
As with all our engagements, we applied AI-enhanced delivery workflows, allowing our AI engineers to fine-tune automation logic and ensure faster rollout.
Impact
30% Faster Case Resolution: Automated case handling and routing accelerated issue resolution across the board.
25% Boost in Customer Satisfaction: Self-service options reduced support wait times and improved customer autonomy.
40% Increase in Lead Conversions: Streamlined lead capture and aligned marketing campaigns drove stronger engagement.
20% Drop in Missed Inquiries: Email syncing with Salesforce minimized internal gaps and ensured no lead or case was lost in transit.
Salesforce Service Cloud – Case management, automation, email/web-to-case Salesforce Community Cloud – Customer portals, knowledge base Salesforce Flow Salesforce Lightning – Optimized UI for agents and customers Outlook Integration for Salesforce – Unified communication tracking Apex & Process Builder – Custom workflows and routing rulesSimilar case studies
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