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Absoft integrates Salesforce Service Cloud in service delivery upgrade
Wed, 21st Feb 2024

UK-based SAP consultancy Absoft achieves a significant milestone with the successful integration of Salesforce Service Cloud into its service delivery framework. This integration underscored Absoft's commitment to enhancing its customer experience, optimising operational processes, and staying at the cutting edge of technological innovation.

Since its establishment in 1994, Absoft Support Centre has catered to over 30 clients, providing solutions for diverse technical and functional SAP support needs. With the integration of Salesforce Service Cloud, the Centre continues to evolve, making the platform the main tool for managing service delivery and enhancing customer experience. The cloud service will be used in conjunction with Absoft's reporting and automation processes.

Additionally, clients will be able to access the Salesforce platform as part of their ongoing support services from Absoft. This will include an advanced customer service portal permitting clients to log and track cases, update information, and keep an eye on service level agreements (SLAs).

Robert MacDonald, Integration and Technology Manager at Absoft, said, "In response to valuable feedback from our clients, we are excited to incorporate Salesforce Service Cloud into our operational processes to enhance and extend our support service offerings. Our clients will benefit from a user-friendly portal for efficient case management, which in turn will also allow our team to better manage and respond to their needs both at pace and at scale."

Mr. MacDonald also expressed that this development was a significant investment on Absoft's part in providing a high-end product. He suggested that this improved capability facilitated by Salesforce would allow the firm to enhance its reporting capabilities, automate processes, and deliver a future-ready solution addressing its clients' evolving needs.

Richie Reid, the Support Centre Manager at Absoft, affirmed that integrating Salesforce Service Cloud was a crucial move for their service delivery team. He stated, "With this software now part of our framework, we are equipping our clients with a streamlined portal for efficient case management. This means they can expect quicker response times, real-time case updates, and a more transparent view of service level agreements across the board."

Moreover, according to Mr. Reid, this development is also in alignment with the company's philosophy of delivering tailor-made solutions matching the evolving needs of their clients. "It also serves as a testament to Absoft's unwavering commitment to placing our clients at the heart of our operations and operating as an extension of their own teams, both now and into the future," said Reid.

Renowned for its unique integration of business process acumen and SAP expertise, Absoft excels in delivering top-tier solutions encompassing implementation, development, and support of SAP platforms. Whether a business is embarking on its SAP journey or seeking to optimise its existing systems, Absoft emerges as the trusted partner capable of unleashing the full potential of SAP investments. Anchored by a steadfast commitment to lasting customer value, Absoft prioritises innovation and technical proficiency to ensure clients derive maximum benefit from their SAP endeavours.