Salesforce Service Cloud

Connect every team member to the data they need—in every channel, from any location.
Business is about relationships—we help drive engagement, build trust, and grow revenue.

Service Cloud Business Benefits

What’s in it for your business?

Speed & Refined Support Case Resolution

Equip support teams with the accurate, comprehensive 360° customer views they need to resolve issues consistently and faster than ever before.

Empower ‘Self-Service’ Customers

Build and leverage relevant, engaging online portals and communities that invite customers to ‘help themselves’ to articles and experts, freeing your reps to focus on critical support issues.

Engage & Delight Customers

Meet your customers where they want to engage, delivering customized, omnichannel support, including messaging, chat, and social.

Boost Field Support Speed & Performance

Drive customer satisfaction in the field with 360° customer views that ensure the right technician handles the right cases, creating real-time work orders, remotely dispatching field calls, and monitoring performance levels.

Supercharge Support Team Efficiency, at Scale

Transform customer relationships, agent happiness, and ROI by leveraging the predictive AI built into service cloud for every support team member.

Tokara Delivers Service Cloud

Features & Functionality

Customer Service

Leverage productivity tools, dashboards, and built-in AI-powered analytics, customize and automate service and approval processes, and speed case resolution with the right rep for the right case.

Digital Channels

Connect with customers where they want to engage with you—leverage mobile messaging, AI-powered chat support, real-time resolution on social networks, and more!

Self Service

Equip customers with the personalized resources they’re looking for in online portals and communities so your support teams can prioritize complex cases.

Field Service

Revolutionize onsite support, equipping reps to instantly create work orders, access expert references, track SLA data, optimize scheduling and job assignment, remotely manage jobs from mobile devices, and leverage AI-powered image recognition to boost initial fix rates.

Tokara’s Engineers and Consultants Have Serious

Salesforce Specializations

Sales Cloud

Combine the organizational power of traditional CRM with next-gen virtual resources like machine learning/AI-powered Einstein Analytics, custom applications, full social media integration, and much more.

Service Cloud

Harness the ultimate virtual collaboration space for customer service teams bent on engaging, delighting, and building customer trust and relationship—at any time, from any location, across any channel.

Marketing Cloud

Build meaningful, undisruptable customer relationships, engaging on their terms and in their preferred channels, creating rich 1:1 customer and prospect experiences using email, mobile, web, and social marketing.

Lightning Platform

Instantly connect partners, employees, customers, and products, customizing pre-built Salesforce apps or creating tailored solutions using Mobile SDK for streamlined iOS and Android app development.

Apex
Development

Take full advantage of your ability to create new apps custom tailored to your business’ unique requirements, leveraging the seasoned Apex development resources on Tokara’s consulting team.

Visualforce
Development

Gain total control over how your Salesforce data is organized and formatted with Visualforce, knowing our Visualforce consulting resources are available to support you just as much or as little as you’d like.

Salesforce-Pivotal Synch

Reduce stress, gradually transferring your workforce from one CRM to the other, passing data in both directions. Uses Pivotal scheduled script service (near real-time sync) and connects to Salesforce using its Rest API.

SF Remote
App Management

Focus valuable internal technical resources on business-critical innovations while reducing hardware-related operating and capital costs—let use handle ‘all-things-admin’ for your Salesforce investment.

I can’t say enough good things about Tokara’s engineers, businesses analysts–really all of their technical resources. Especially for a project of this magnitude, things could not have gone more smoothly–they did excellent work.

Project Management OfficerGlobal Pharmaceutical Manufacturer

We have a valuable partner in Tokara—my Tokara consultant and his team understand me, our Salesforce organization, and us as a company. They really ‘get’ how we work—the team at Tokara has ... exceeded all my expectations.

Chief Technology OfficerFine Arts Retailer

"Thanks to the influx of customer data from social media, e-commerce and mobile devices, companies have more data on their consumers than ever before. Yet, without the means to act on this data—or extract meaningful insights—businesses are struggling to understand their customers any better than they did in generations past."

—"4 Keys to Closing the Customer Experience Gap," Harvard Business Review

Service Cloud Addresses Today’s Top Business Drivers

Critical Findings on
World-Class Service

Upsell Opportunities Beckon for Service Reps (over Sales)

With customers expected to engage with service/support reps on average 5x more frequently than they do with sales, Nucleus Research found that of the companies they analyzed, 80% indicated willingness to purchase through service if their reps were able to provide relevant, customized recommendations based on complete knowledge of their history with the company (Nucleus Research, “Tying CRM to Customer Service,” Molra Smalley).

5X
more customer engagement with services/support than sales

Service Cloud Transforms Agent Productivity

Respondents to the most recent Salesforce Customer Success Metrics Survey indicate 34% higher agent productivity with Service Cloud.

34
higher agent productivity with Service Cloud

Salesforce Drives Customer Delight

The 7000+ randomly-selected respondents in the (above) survey report a 32% increase in “customer happiness” using the comprehensive customer support software.

32
increase in “customer happiness

Connection & Collaboration Take Center Stage

Top teams are smashing silos, fueled by rising expectations and demands by customers and prospects for ever-more relevant, connected, and customized information and experiences across departments and channels. More than 80% of teams cite centralized, connected visibility into data across the customer journey as critical to sales success.

80
of teams cite data visibility as critical

*Note: Access to the 2018 “State of Sales” survey report is gated by Salesforce; form completion is required to view the report in its entirety; however, enabling cookies will ensure access to all Salesforce gated content with completion/submission of only one form.

Tokara Suggests Service Cloud

Resources & References

KNOWLEDGE LEVEL: BASIC TO INTERMEDIATE

Salesforce Video Selections: Top Service Picks from Dreamforce:

  • Service Cloud Keynote: Customer Service in the New Age of Service
  • Field Service Lightning Keynote: Transform Field Service for the New Mobile Workforce
  • Key Findings from the Service Cloud Lodge and Field Service Lightning Station
KNOWLEDGE LEVEL: INTERMEDIATE TO ADVANCED

Salesforce Field Technologies: The Future of Field Service (eBook):

  • Prioritizing Top Field Service Strategic Initiatives
  • IoT and Augmented Reality (AR): The Movement to Predictive Service
  • A Look Ahead: Field Service Leaders Share Their Next Tech Investment

Tokara Consultants Have

Unsurpassed Expertise

Our consultants have experience with hundreds of CRM projects across a range of industries, from small businesses to Fortune 500 enterprises. Whatever your project entails, we can deliver the results you need.

15

Average Years in
CRM Consulting

467

Number of CRM
Implementations

97.6

Client Service
Rating

18

Average Years
in Tech Consulting

Tokara’s Salesforce Resources

Click thumbnail to view and access download options.

Salesforce Integration for Leading Fine Arts Retailer (Tokara Solutions, Testimonial Datasheet)
VisualForce Development Salesforce Consulting Services (Tokara Solutions, Datasheet)
Apex Development Salesforce Consulting Services (Tokara Solutions, Datasheet)
Hosted Salesforce Integration Services (Tokara Solutions, Datasheet)
Salesforce Platform Consulting Services (Tokara Solutions, Datasheet)
Salesforce Marketing Cloud Consulting Services (Tokara Solutions, Datasheet)
Salesforce Service Cloud Consulting Services (Tokara Solutions, Datasheet)
Salesforce Sales Cloud Consulting Services (Tokara Solutions, Datasheet)
Salesforce CRM Consulting Services (Tokara Solutions, Datasheet)
CRM Solutions (Tokara Solutions, Datasheet)
CRM Consulting (Tokara Solutions, Brochure)