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The company is manufacturer and retailer of non-alcoholic beverages and bottled water throughout USA and Canada. Client sells its product in over 200 countries worldwide and has more than 11,000 employees

Client wanted a solution for better handling of Human Resources operations by enabling automation and streamlining process of HR management with an implantation of Salesforce Service Cloud with single sign-on.

Key Challenges

Allow Human Resources to effectively manage the HR Case Management function.

Automate case and activity assignment.

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Infosys Solution

Migrated Employee Self-service portal (EIC Smart forms) to Salesforce Communities with multi-lingual support/ translations to let the 70,000+ community users log 12 different types of cases.

HR Services Case Management solution implemented on Salesforce Service Cloud

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Integrated solution to manage cases, activities, knowledge, and reporting with automation to assign and re-direct Cases and Activities

Our solution consisted of:

  • HR Services Case Management solution implemented on Salesforce Service Cloud
  • Migrated Employee Self-service portal (EIC Smart forms) to Salesforce Communities with multi-lingual support/ translations to let the 70,000+ community users log 12 different types of cases.
  • Implemented Custom branding and Single Sign-On for communities
  • Implemented Email-to-Case, Live Agent and Salesforce knowledge to assist in case resolution.
  • Implemented case auto assignment and activity assignment using assignment rules, workflows and custom apex classes.
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Benefits

  • Supporting 70,000+ community users logging 12 different types of cases via HR Services
  • Automated reporting and increased time efficiency by up to 20%