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Fixed Investment & Built Right Guarantee
£7,000 and 12 months guarantee on functionality of all configurations delivered within scope.
Clean Data Migration
Historical data is mapped, tested, imported, and deduplicated to ensure a clean structure that supports reliable reporting.
The Outcome
By the end of this engagement, you will have a structured case lifecycle with clear intake and routing logic, defined SLAs and escalation paths, a Lightning Service Console configured for efficiency, executive dashboards with meaningful service metrics, and embedded guidance to support user adoption — transforming Service Cloud into an operational control centre, not just a ticket inbox.
Security & Access Model
Service performance depends on a clean, well-designed structure. We configure users, roles, profiles, permissions, queues, sharing rules, and login policies (typically for up to 20 users) — ensuring your Service Cloud is secure, scalable, and built for accurate reporting.
Service Process Discovery & Design
We begin with how your support team really works. In a focused workshop, we define intake channels, case lifecycle, SLAs, routing rules, key service metrics, and access model. You receive a clear Solution Design covering configuration scope, data model, security, and service architecture — delivering clarity before configuration.
Executive Reporting & Visibility
You receive up to five service reports (open cases, backlog by priority, SLA compliance, and closure trends), one executive dashboard, and training on report customisation — giving leadership instant visibility.
Clean Org & Service Setup
We configure your Service Cloud for real-world operations — setting up business hours and holidays, case lifecycle and settings, one intake channel (Email-to-Case or Web-to-Case), Lightning Service Console, and queues aligned to your service structure — all built for speed, clarity, and accountability.
Lightweight, Purposeful Automation
Up to three targeted Flows automate routing, follow-ups, escalations, or case creation — improving consistency without adding complexity.
Core Object Configuration
We configure your core service objects (Cases, Accounts, Contacts, optional Knowledge, and up to two light custom objects) with fields, record types, priority models, assignment and escalation rules, auto-responses, and SLA hours — built to match how your team actually works.
Embedded Adoption (Supered.io Included)
We embed in-app guidance using Supered.io, providing field-level clarity, contextual process support, and best-practice prompts so adoption becomes part of the system, not an afterthought.
Training & Go-Live Support
You receive administrator training, a support agent walkthrough, quick reference materials, and 1–2 weeks of post-go-live hypercare — so you launch with confidence, not guesswork.