Lead Assignment rules in Salesforce | Salesforce Case Distribution

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

  1. Cases were initially assigned to one team (offshore or onshore). 
  2. 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. 

Looking to automate your case routing in Salesforce?

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