Your complete Help Desk Solution

Empower your help desk team with the Salesforce Service Cloud.

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Time Consuming Administration

  • Offline or paper-based and manual processing
  • Slow response times and poor coordination
  • Inconsistent or manually replicated responses

Poor Customer Experience

  • Clunky enquiry /support request process
  • No platform for customers to self-service or access information
  • Inconsistent records and communication on customers

Lack of Data Quality

  • Poor case management intelligence
  • Limited visibility on case response times and satisfactory outcomes
  • No insights into customer satisfaction and feedback

Service Cloud Features

 

Check out the range of features available in the Salesforce Service Cloud solution below to meet the needs of membership organisations and the range of outcomes that our clients shout about.

Integrated Customer Database

Benefit from a 360 view of your customers to manage cases, communication, track responses and review feedback.

  • Omni-channel case management
  • Automated case assignment
  • Service Console case management
  • Prepare automated responses
  • Increased efficiency
  • Improved response rates
  • Greater customer satisfaction

Online Customer Community

Empower your customers with self-service capabilities, access to their cases, searchable knowledge, discussion groups and IAG directories.

  • Branded portal for customers
  • Secure access and communication on cases
  • Discussion groups and IAG directory
  • Improved information and compliance
  • Improved cistomer satisfaction
  • Improved customer service

Internal Departmental Efficiency

Improve business processes between sales, delivery, finance and comms to streamline internal processes and customer service.

  • Integration with social media
  • Integration with telephony
  • Integration with E-marketing tools
  • Integration with e-signature contracts
  • Improved reputation management
  • Greater customer intelligence
  • Improved team efficiency

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Full overview of our Help Desk solution

Our Help Desk solution brings together all of the benefits of the #1 Salesforce CRM platform and Service Cloud with additional features that we feel provides a great customer experience.

Features

Standard
Optional
Case Management
Contact Management
Household/Account Mgmt
Activity Management
Communication Tools
Campaign Management
Reports and Dashboards
Mobile Access
Workflows and Approvals
Multi-currency/locales
Duplicate management
Web-to-Case / Email to Case
Online Feedback Forms
Case Escalation
Online Community
Online Knowledge Area
Advanced Analytics
Online Provider Directory
Integrated E-marketing
Integrated Telephony
Integrated Webchat
Integrated Social Media
Contract Automation

Check out what these customers say

“Salesforce has vastly improved data capturing and associated reporting and analysis allowing for much more accurate impact assessment and management. It has provided a much clearer strategy around improving the organisations impact and service deliver using highly accurate data and reporting to make critical business decisions. It has been a truly exciting project for the Helpline Team at MS Society and we look forward to continuing to work with Economic Change as we expand our use of the system””

Jo Haffenden,
Impact And Evaluation Manager

View Success Story

“With dealing with over 50,000 complaints a year we needed a sophisticated helpline and case management tool. We introduced an online registration form and utilised Service Cloud as a case management tool to enable tracking of action regarding complaints. By implementing online registration of charities and complaints has demonstrably freed up capacity of staff workload to focus on validating data and responding to complaints instead of spending time on manual and duplicate data entry tasks.”

View Success Story

“We need a secure solution to scale up our helpline from four to over 10 users. It’s given us a GDPR complaint tool to work from as well as simplified reporting – no more pivot tables in spreadsheets, now clear and up to date Dashboards​. We also have mobile access to facts and figures when in meetings​. Economic Change taught us to fish so we could become self-sustaining. I fell in love with Salesforce and was fascinated. I have been able to maintain and continually improve our system.” Abduallah Mahmood, Salesforce Administrator

patients association

View Success Story

Our Partners

We work with a number of technical partners to bring our Help Desk solution to life.

Salesforce

Salesforce offers a #1 CRM tool with a built in Service Cloud solution which has some ready made features to support customer management. We build on this using products such as Community Cloud, Social Studio, Live Chat, Knowledge, Marketing Cloud, Pardot, Einstein Analytics to realise a great customer management Solution for clients.

Aircall

Aircall is one of our partners if you require integrated telephony system to manage call allocation, record calls, respond to calls all within Salesforce

Vonage

Vonage is one of our partners if you require integrated telephony system to manage call allocation, record calls, respond to calls all within Salesforce

Lighthouse KMS

If you require advanced knowledge management functionality we harness the power of Lighthouse KMS to be provide an enhanced self-service information, advice and guidance service for members.

Native Video

If you require the ability to create and send videos to individuals as a case responsenative video enables you to record and send video emails.

Our Customers
love what we do

Over 600 Projects delivered to over 300 non profits. Economic Change has empowered companies of all sizes with Salesforce.

Read our Success stories

“This was a completely new project for us, the team were fantastic and made this journey enjoyable and a lot easier to manage. Their communication was excellent and very clear, keeping us informed throughout the process. All questions were answered efficiently and they were quick to help us out when ever we needed.”

RSPCA Norwich

Salesforce Verified


This review is provided to Salesforce by the customer in a project satisfaction survey.

“Economic Change worked very closely with us,was very approachable and was excellent at explaining things in a way that we could easily understand. Their help was much appreciated by our team and the wider organisation who have been impressed at how we are starting to implement what we have learnt. ”

Plunkett Foundation

Salesforce Verified


This review is provided to Salesforce by the customer in a project satisfaction survey.

“Economic Change really understood how our charity works which proved to be very useful in designing our salesforce org. We have now a very flexible and valuable tool that will help us keep up to date information on our contacts, relationships and activities. This in turn will massively reduce the time collecting our stats for grant funders. Thank you!”

Entelechy Arts

Salesforce Verified


This review is provided to Salesforce by the customer in a project satisfaction survey.

“Economic Change and our assigned consultant really went above and beyond to develop what we needed. During the scoping period, they really worked with us to identify the priorities and find ways to get the most functionality out of our limited budget. Our consultant was very patient and flexible, adapting things as we tested and refined our needs. The Supermum trainee was smart, efficient, and led a great Admin training. Economic Change also provided input on the most appropriate payment processor for us, which was area that we weren't implementing on this project. I have already recommended Economic Change to a friend at another charity and I would gladly do so again.”

The Care Workers Charity

Salesforce Verified


This review is provided to Salesforce by the customer in a project satisfaction survey.

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Explore the 360 Salesforce View

Fundraising

 

Impact Delivery

 

Grant Management

 

Managing Volunteers

 

Membership

 

Education

 

Marketing