Story
Salesforce
McGraw HillSalesforce at McGraw Hill: Case Handling
McGraw Hill, a communication services organization in the United States, uses Slack from Salesforce to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Capability | Agents and team leads work from the same Slack record for case handling |
| Capability | Case handling can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for case handling |
Story
McGraw Hill grew case handling faster than the local tools around it. From the United States, communication services teams still had to serve customers and internal partners who expected a straight answer. Agents and team leads were the ones stitching the picture together by hand.
Rolling out Slack put customer service operations on Salesforce. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. McGraw Hill keeps the product in the path where work already happens, so agents and team leads do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer service operations. Case handling is easier to inspect, and adjacent groups can join agents and team leads without a guided tour of someone's desktop.
