Waze

Waze streamlines case Creation in case management on service cloud use in the lightning experience

waze

Company Profile

Waze (/weɪz/; formerly FreeMap Israel) is a GPS navigation software app owned by Google. … Waze describes its app as a community-driven GPS navigation app, which is free to download and use. The Israeli company Waze Mobile developed the Waze software.

Business Situation

Waze was challenged with obtaining the expected ROI from Salesforce Classic Interface with low adoption and high frustration from Ad and Ad Ops teams…. and spending cycles on non revenue-generating activities when managing EMEA and Americas Ad related cases generated from a google form that was then parsed manually by the AdOps agents into SF cases. Data validation and leverage of existing data did not exist.

Implementation

SML performed a Lightning migration for Sales and Sales Ops, which involved development efforts and validation of custom code in Classic. SML also developed two highly customized, dynamic case creation forms along with workflows on Lightning, using Lightning components. Having the case creation forms integrated to Salesforce, enabled for automatic field population and validations to reduce/eliminate errors in the form which in turn reduced case resolution times, reduced “time to market” ad campaign launches (and/or modifications), and ultimately improved customer satisfaction.

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