Captricity Customer Success Story

Last Updated -

"In the six years since we launched, our business has grown rapidly - as have our customer service needs. Service Cloud is the modern, intuitive and mobile-friendly service platform that we need to continue providing our customers with world-class service"
- Madhavi Katikaneni, Head of Customer Success | Captricity


 



Captricity migrates from Desk to Lightning Service Cloud

Challenge
  • B2B SaaS company that wanted an improved process for CSMs and were managing out of multiple systems
  • Anticipated accelerated business growth and wanted a platform to support scale
  • Needed connection between pre-sales and post-sales interactions
Solution
  • Partnered with the Salesforce Desk.com Solutions Consultant team
  • Migrated to the new Lightning Service Console because it's easy to navigate, quick to load, and an effortless transition from the Desk.com Agent console
  • Seamless integration into existing Salesforce Org
  • 360 degree view of the customer, with access to related Account data in the case view