Hats & Ladders hit a snag with their existing support system, experiencing issues like inconsistent tagging and categorization of support tickets in Zendesk. This inconsistency led to challenges in triaging and reporting, especially during peak times when ticket volumes soared. Furthermore, communication with clients was hampered by restrictive government and school email systems, creating duplicate efforts and inefficiencies.

The team also struggled with inadequate reporting mechanisms, preventing them from gaining insights into client-specific trends. They recognized the need for scalability as they anticipated growth, and sought a solution that could centralize their data management.

To resolve Hats & Ladders' client support challenges, Redtag designed a customized solution centered around Salesforce. The goal was to streamline support ticket management, enhance communication, and centralize data by integrating Salesforce Service Cloud, Lightning Knowledge, and advanced reporting tools.

Streamlining Ticket Management and Communication. The first step in the solution was refining the support ticket system. Using Salesforce Service Cloud, Redtag revamped the tagging and categorization system to ensure consistency in handling support tickets. This made ticket triaging more efficient and manageable, especially during periods of increased workload. To tackle communication challenges, we integrated client interactions directly into Salesforce, overcoming the restrictions posed by government and school email systems. This integration also reduced duplicated responses, saving time and effort. Additionally, automated notifications were introduced to keep clients informed without relying on external channels.

Improving Knowledge Base Efficiency. Knowledge base functionality was improved by migrating existing FAQs from Zendesk to Lightning Knowledge within Salesforce. A comprehensive training plan was developed to ensure quick user adaptation, supported by ongoing resources to maximize the smooth transition and adoption of the new system.

Future-Proofing and Upselling Opportunities. While addressing immediate challenges, Redtag also laid the groundwork for Hats & Ladders’ future initiatives. Capturing relevant data opened doors for potential cross-selling and upselling opportunities down the line.