Service Cloud overhaul takes CSAT from 72 to 91.
Overhauled Service Cloud with a custom LWC agent console, automated case routing, and SLA dashboards. Agent handle time dropped by 35%.
The challenge
What needed solving.
ShieldInsure's 200-agent service team operated on a heavily customised legacy CRM that had grown unmaintainable. Agents switched between 4 screens to resolve a single claim query. Case routing was manual. SLA tracking was a weekly spreadsheet exercise. Customer satisfaction had been declining for two consecutive years, and agent attrition was rising.
The solution
What we built.
We rebuilt the service operation on Salesforce Service Cloud with a custom LWC agent console that surfaces every relevant detail on a single screen. Omni-Channel routes cases to the right agent automatically based on skills, workload, and SLA priority. Einstein Case Classification tags and prioritises inbound cases before a human touches them.
Current-state process mapping
Shadowed 20 agents across 3 regions to document exact workflows, pain points, and the data they needed at their fingertips.
Service Cloud configuration
Set up case management, entitlements, SLA milestones, and Omni-Channel routing rules aligned to the four policy lines.
Custom LWC agent console
Built a single-screen agent experience showing customer history, open cases, policy details, and recommended next actions — eliminating the 4-screen context-switch.
Einstein & reporting
Configured Einstein Case Classification and built a real-time SLA dashboard for supervisors replacing the weekly spreadsheet.
The results
Measurable outcomes.
"Our agents actually like using Salesforce now. That sentence would have been unthinkable before CloudAlgo came in.
Tech stack
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