BigEdge
Unified servicing for a Tier-2 fintech across two platforms
BigEdge's customer ops team was stuck between Salesforce Service Cloud (product-driven cases) and ServiceNow (infrastructure-driven incidents). Customer-facing SLA breaches were routinely rooted in handoff lag between the two.
Bi-directional integration between Service Cloud and ServiceNow using MuleSoft, with a shared case ontology and automatic cross-linking. Redesigned the agent console so service reps saw both worlds in one surface. Added an Agentforce assistant for repetitive enrichment work.
Cross-platform handoff time dropped from hours to single-digit minutes. SLA breach rate halved in the first cycle; agent throughput rose measurably.
“We didn't need a new platform. We needed the two we had to act like one. That's the engagement we got.”
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