Transforming Customer Support with Salesforce Managed Services for a Fashion portal​Fashion

The client is a rapidly growing e-commerce platform specializing in fashion and lifestyle products.

With a large and diverse customer base, the client prioritizes delivering exceptional customer support to maintain high levels of customer satisfaction and loyalty.


  • Scalability Issues The existing customer support system struggled to scale with the growing volume of customer inquiries and requests, leading to increased response times and customer dissatisfaction.
  • Inefficient Ticket Management Manual handling of support tickets and lack of automated workflows resulted in delays in ticket resolution and inconsistencies in customer communication.
  • Limited Insights The lack of comprehensive analytics and reporting capabilities made it difficult for the client to track support performance metrics, identify trends, and make data-driven decisions.
  • Inconsistent Omnichannel Support With customers reaching out through multiple channels such as email, phone, and social media, the client struggled to provide a seamless omnichannel support experience.


  • Omnichannel Support Integration We integrated the support channels, including email, phone, chat, and social media, into a unified Salesforce Service Cloud platform, enabling seamless omnichannel support.
  • Automated Ticketing and Workflows Our team implemented automated workflows for ticket routing, prioritization, and escalation, improving efficiency and reducing response times.
  • Advanced Analytics and Reporting We deployed custom dashboards and reports providing real-time insights into support performance metrics, customer satisfaction scores, and trending issues.
  • Knowledge Base Implementation We developed and implemented a comprehensive knowledge base within Salesforce, empowering both customers and support agents with self-service options and reducing the volume of incoming support tickets.
  • Tech stack: Service cloud


  • Reduced Response Times Automated workflows and ticket routing led to a 40% reduction in average response times, resulting in quicker issue resolution and higher customer satisfaction.
  • Improved First Contact Resolution Enhanced knowledge base and support agent training contributed to a 30% increase in first contact resolution rates, reducing the need for follow-up interactions.
  • Enhanced Customer Satisfaction With streamlined processes and improved support quality, lead to higher levels of customer satisfaction and loyalty.
  • Greater Operational Efficiency Automation and optimization initiatives resulted in a 25% increase in support team productivity, allowing higher support volumes without increasing staffing levels.
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