Automating Case Routing Between Onshore & Offshore Teams Using Salesforce
About the Client
Our client is a leading American information technology company with a strong presence across marketing, risk management, communication, security, registry, and professional services. For more than two decades, this company has been delivering real-time, industry-leading solutions to businesses worldwide.
Key Facts:
- Listed on the Australian Stock Exchange (ASX)
- Serving 8,000+ global clients, including multiple Fortune 100 companies
- Recognized for its innovation in enterprise IT solutions
Business Challenge
The client manages high-volume customer cases and queries across multiple products and regions. Their operational model involves two primary teams:
- Onshore Team (located in the U.S.)
- Offshore Team (support team in a different geography)
How the Existing Process Worked
- Cases were initially assigned to one team (offshore or onshore).
- After a defined time period or escalation, cases needed to be transferred to the other team for further handling.
The Problem:
This case reassignment process was manual and prone to delays and errors, leading to:
- Missed SLAs
- Increased operational burden on BPO teams
- Customer dissatisfaction due to delayed responses
The client’s major concern:
“If a case starts with our offshore team, how can we ensure it is automatically routed to our onshore team after a set time without manual intervention?”
Our Solution: Automated Case Routing with Salesforce
To address this challenge, the Round Robin Distributor (RRD) Team undertook a detailed analysis of the client’s business processes and identified gaps in case routing and workflow automation.
Key Steps in Our Approach
- Conducted requirement workshops with onshore and offshore service teams
- Designed a solution to enhance the existing ‘Reassign Case’ functionality within Salesforce
- Implemented a custom automated workflow for case transfer between teams based on time-based triggers
Solution Highlights
- Seamless Integration: Worked within the client’s existing Salesforce setup, integrating with other tools in their ecosystem
- Automated Case Transfer: Cases are now automatically routed from offshore to onshore teams (or vice versa) without manual effort
- Configurable Rules: Admins can define time-based rules for case reassignment, reducing complexity
- Error-Free Workflow: Eliminated manual errors by introducing a fully automated routing system
This solution leveraged Salesforce automation capabilities and RRD’s flexibility to create an open-platform experience for the client.
Business Impact & Results
The implementation resulted in major improvements in operational efficiency and customer satisfaction:
- Enhanced SLA Compliance – Cases are routed automatically, reducing response times significantly
- Improved Customer Experience – Customers receive faster resolutions, leading to higher satisfaction levels
- Scalable Operations – BPO teams experienced reduced workload, enabling the client to handle higher case volumes efficiently
- Error-Free Processes – Automation minimized human error in case transfers
- Streamlined Team Collaboration – Onshore and offshore teams now work in sync with automated workflows
Benefits at a Glance
- Automation – Eliminates manual routing and reduces dependency on human intervention
- Efficiency – Saves time, improves productivity for both teams
- Flexibility – Rules can be easily updated to adapt to changing business requirements
- Visibility – Integration with Salesforce reporting and dashboards for better tracking
Why This Solution Works for Global Enterprises
This solution is ideal for companies that manage distributed teams and high-volume service cases. Automated workflows in Salesforce not only improve internal efficiency but also enhance customer engagement by reducing delays and errors.