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.
What’s in it for your business?
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.
”They just 'got' us—they understood where we were, where we wanted to go, and took us there without imposing their own agenda in any way.
Mark Nadler, VP of Corporate Information TechnologyTKC
”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
Teams Navigate New Standards of Engagement—
Customers expect their affinity for digital engagement to last beyond the peak of the pandemic, prompting service organizations to move up their timelines for digital transformation. 81% of decision makers say they’re accelerating digital initiatives.
81
of decision makers will accelerate digital initiatives
The Continued increase in AI reliance
Artificial intelligence (AI) is often the “how” of automation, working behind the scenes to raise insights and recommendations, populate information, or trigger processes. 77% of agents say automating routine tasks allows them to focus on more complex work – up from 69% in 2018.
77
of agents rely on Artificial Intelligence
Service Extends to Sales, Marketing, and Beyond
The majority of service organizations now provide their team members with a view of customer interactions across sales, ecommerce, and marketing, although most underperforming organizations have yet to achieve this. 79% of service professionals say it’s impossible to provide great service without a complete view of customer interactions.
79
of service professionals rely on CRM
Workforce Management Takes a New Shape
As the very nature of work evolves before their eyes, service leaders are looking to new staffing models that accommodate new fiscal realities, provide employee mobility and opportunity, and meet business demands. 62% of service organizations have brought employees from other departments into service and support roles.
62
of service organizations brought outside help
The ever-changing environment of Customer Service
The skills required of agents are becoming broader and more complex than those traditionally associated with the role. 77% of agents say their role is more strategic than two years ago – up from 71% in 2018.
77
of agents say their job is more strategic
*Note: Access to the 2020 “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
State of Service, 4th Edition* (Salesforce.com Survey Report):
- Access the latest Service insights and trends from a blind survey of over 7,000 customer service professionals worldwide, conducted by Salesforce.
Tokara’s Salesforce Resources
Click thumbnail to view and access download options.
Accelerating our clients'
time to business value
We help our customers connect with their customers—harnessing CRM and related 'people-first' technologies to create the irresistible experiences that drive profit and growth.
NOTE FROM THE PRESIDENT
