Our client, a leading Dental Services Company in the United States, serves millions of customers worldwide by providing a diverse range of dental services. With a unique model that allows for the delivery of dental devices to clients’ homes and a network of referral and affiliate dentists and Orthodontists, the company has established itself as a market leader in the health industry.
The client faced a significant challenge in managing and consolidating communication threads across various channels for their extensive customer base. The requirement included organizing emails, cases, and other custom objects in chronological order, accompanied by specific icons. Additionally, they needed options for “reply,” “reply all,” and “forward” for each conversation. The complexity of handling both inbound and outbound emails/messages added to the project’s intricacies.
In addressing the challenges presented by the client, we chose a customized approach utilizing Salesforce Lightning Components and Apex classes. Instead of relying on standard Salesforce functionality, we developed bespoke Lightning Components to meet the client’s requirements precisely.
The primary objective was to provide a unified view of all customer conversations in one centralized location, irrespective of whether customers created cases, sent direct emails, or communicated during transactions and orders. We designed a custom component that seamlessly fetched all activities and conversations related to any customer from various touchpoints, presenting them in chronological order. To enhance user experience, we incorporated different icons to indicate the communication platform used.
The implemented solution significantly streamlined the client’s ability to view customer activities collaboratively and chronologically. The consolidated conversation threads, complete with icons, allowed for quick identification of communication channels. The options for “reply,” “reply all,” and “forward” improved user interaction with the system. The custom Lightning Components and Apex classes played a pivotal role in achieving these outcomes.
The successful collaboration with us, a Salesforce Certified Partner, enabled our client to overcome complex challenges efficiently. The tailored Salesforce customization not only met but exceeded the client’s expectations, delivering a comprehensive solution that enhanced their operational efficiency and customer engagement. This case study illustrates the significance of choosing the right technology partner and adopting a customized approach to address unique business requirements in a time-sensitive environment.