A PE-backed national agency with a complex omnichannel service vision needed more than out-of-the-box configuration. They needed someone who could architect and tailor Salesforce Service Cloud Digital Engagement to match how their customers actually reach them, across voice, chat, messaging, and social, in one service experience.
The Situation
The client was scaling quickly under private equity backing and needed a service platform that could keep pace. Their omnichannel strategy spanned multiple product lines and geographies, and the standard Service Cloud Digital Engagement capabilities weren’t enough on their own. They needed deep customization tied directly to their specific service playbooks, routing logic, and agent experience requirements.
What We Delivered
- Omnichannel vision mapping. Translated the client’s full digital engagement strategy into concrete Service Cloud capabilities and surfaced the gaps before they became implementation surprises.
- Deep customization. Tailored Service Cloud Digital Engagement well beyond out-of-the-box configuration, including custom routing logic, agent console layouts, and escalation flows tied to their service tier model.
- Solution design artifacts. Delivered a demo and architecture that their internal team could hand to a build partner or extend themselves.
The Shape of the Outcome
Demonstrated Madison Ave’s ability to architect and tailor advanced Service Cloud add-on products for PE-backed enterprises with complex, multi-channel service requirements. The engagement validated a path forward for their service transformation without requiring a full Big-4 engagement cycle.
Why We Can’t Say More
The client’s name and specific outcome metrics are held back under mutual confidentiality during an active PE growth period. If you’ve got a similar service transformation in front of you, we can walk you through the approach in an intro call.