Case Management
Mirketa configures end-to-end case management workflows to handle customer service cases efficiently. We implement case assignment rules, escalation paths, SLA milestones, and resolution workflows that guarantee prompt, well-organized client inquiry management and faster resolution times.
Service Console
Mirketa builds a consolidated Service Console view that gives agents a 360-degree picture of every customer interaction, case history, and account data in a single workspace eliminating screen-switching and dramatically increasing agent efficiency and first-contact resolution rates.
Omnichannel Routing
Mirketa implements intelligent omnichannel routing that distributes work across email, chat, phone, social, and messaging channels based on agent skills, capacity, and priority. This ensures balanced task distribution, faster reaction times, and optimal agent utilisation across all service channels.
Field Service Management
Mirketa deploys Salesforce Field Service to optimise resource scheduling, reduce travel time, and improve first-time fix rates. We configure intelligent dispatching, mobile workforce management, and real-time job tracking to increase field service efficiency and customer satisfaction.
Customer Communities
Mirketa builds self-service customer community portals that promote peer-to-peer support, reduce inbound case volume, and increase customer engagement. We design and configure Experience Cloud communities that integrate seamlessly with your Service Cloud case management workflows.
AI-Powered Service Automation
Mirketa configures Salesforce Einstein AI to automate case classification, routing, and escalation prediction. Einstein's predictive insights and next-best-action recommendations reduce repetitive manual tasks, increase agent productivity, and enable proactive service before issues escalate.
Service Analytics
Mirketa builds Service Cloud dashboards and reports that surface key service metrics CSAT, AHT, FCR, case volume trends, and SLA compliance enabling data-driven decisions for continuous service improvement and executive visibility into service performance.
Marketing & Sales Cloud Integration
Mirketa delivers seamless integration between Service Cloud, Marketing Cloud, and Sales Cloud to provide a unified 360-degree view of the customer journey. Agents see full marketing interaction history and sales pipeline context enabling personalised, informed service at every touchpoint.
