Web-To-Case with Salesforce Service Cloud

How to?

I have been asked many times how do people come to B2B website and get what they are looking for, without having to go threw loops.

Well the best answer is what we did for one of our customer.

Now this customer (unfortunately I cant use the name due to NDAs), they are in the instrumentation business, where they make instruments.

So lets define the problem statement that they had

They had a credit management process used by their CSR reps which was done manually. However, using the standard web-to-case forms didn’t allow the client to pass values such as success response, failure response, and case number dynamically in the return URL through the integrated systems.

So What Did we Do?

Earlier, when customers entered their data in the credit application form on the client’s eCommerce website, the system converted it into cases that the CSR further processed. The CSR transposed the customer input data into the credit approval system to obtain the credit feasibility value for each case.

The system recommendation was calculated to determine the customer’s credit approval level and decide whether the application would be accepted or rejected.

This activity was time consuming, especially since each case needed to be checked manually for credit feasibility. Due to this manual data entry process, the credit management process was slow and became a significant potential barrier in the purchase process. The designed solution hosts the web-to-case forms and sends the values to the Salesforce system through a webservice. The responses are returned automatically as Webservices allow different systems to communicate with each other using automated messages.