PROBLEM
For decades, an engineering and technology firm has delivered engineering, science, and advanced technology solutions to government and commercial customers in aerospace, national security, and transportation. Its customers operate in mission-critical environments where reliability matters, so fast, well-tracked support is part of the product.
The company was managing customer cases in Jira, a tool built for engineering work, not customer service. Customers had no self-service way to log issues or check status, support teams lacked a shared view of incoming cases, and managers had no easy way to see case volume by customer. The company already used Salesforce for sales and wanted a standard, secure Service Cloud solution for case management that followed best practices.
WHAT WE DID
Vectr Solutions delivered a Service Cloud quickstart for the company, moving case management out of Jira and into Salesforce. We started with discovery sessions with the business, IT, and security teams. Then we configured Service Cloud, launched a customer portal, and supported the team through go-live.
Key Capabilities Included:
- Multi-Channel Intake: Customers submit cases via email or portal; agents log phone and in-person requests with automatic email confirmations.
- Self-Service Portal: Company-specific portal for customers to submit tickets, track progress, and manage cases in one place.
- Shared Triage Queue: Centralized “New Cases” queue enabling support engineers to claim and resolve incoming issues faster.
- Integrated Knowledge Base: Searchable public articles in the portal empowering customers to self-solve common inquiries.
- Account-Level Security: Role-based permissions restricting visibility into accounts flagged as “Secure.”
- Manager Dashboards: Real-time visibility into customer case volume and status to drive weekly reviews.
OUTCOMES
- Customers can report issues their way, by email, portal, or phone, and always get a case number to reference
- Faster pickup on new issues, because every case lands in one shared queue instead of scattered Jira tickets
- Less back-and-forth on status, since customers can check progress in the portal anytime
- Fewer repeat questions, as knowledge articles let customers find answers on their own
- Managers see case volume and status at a glance instead of compiling it from Jira
