Problem
As a leading provider of mobility solutions for industries such as warehousing, healthcare, transportation, and retail, the client faced a growing challenge: handling the management and service of a rapidly expanding fleet of Android-based devices while maintaining high levels of customer satisfaction. Internally, their teams struggled with siloed systems and manual updates, leading to inefficiencies and delays. Externally, their clients needed a better way to open support cases, provide feedback, and manage a high volume of mobile devices with real-time visibility. The process was fragmented, time-consuming, and vulnerable to errors without a streamlined platform. The company needed a solution to give clients access to internal systems while reducing operational friction and scaling alongside their business.
Solution
To address these challenges, the mobility solution provider partnered with Team Virtuoso to design and implement a custom-built managed services platform powered by Salesforce. This solution integrated the provider’s internal Salesforce database with a secure, user-friendly client portal. The platform enabled clients to submit support cases, track device status, view and manage contracts, and generate real-time reports from a centralized, intuitive interface. Internally, the solution allowed the provider’s support team to update information in one place, reducing redundancy and improving response time. It also streamlined workflows across departments and eliminated the need for manual syncing between systems. The platform was built with scalability in mind, allowing for tailored configurations based on client needs, while supporting a dedicated client experience team and scalable tech support offerings ranging from standard daily 8 to 5 to optional 24/7 coverage.
Result
Since deploying the managed services platform, the mobility solution provider has expanded its reach across multiple industries, with over 100,000 mobile units now managed through the system. Clients quickly adopted the platform thanks to its clean interface, robust reporting tools, and direct access to live support. As a result, the company has achieved a 99% client retention rate and a 96% customer satisfaction score. Internally, the platform has significantly increased operational efficiency by consolidating systems and simplifying the case resolution process. What began as a technology upgrade has become a strategic advantage, positioning the mobility solution provider as a leader in managed services and client experience within the mobility space.
Measure Adoption and Collect Feedback Early and Often Implementing Salesforce is only the first step toward digital transformation. Unless your team uses the platform effectively, even the most well-planned and expertly delivered training won’t guarantee long-term success. That’s why tracking adoption and gathering feedback early and often is essential. Measuring how users engage with Salesforce […]
Using scenario-based training and expert Salesforce consultation builds confidence, drives engagement, and ensures long-term success. One truth stands out regarding Salesforce training: adults learn best by doing. Passive learning — like watching long tutorials or sitting through hours of lectures — rarely leads to meaningful skill development. To assist with higher adoption rates, training should […]
Align your training with user roles and streamline adoption through expert Salesforce consultation. With great power comes great complexity. One of the most common pitfalls seen in Salesforce admin training is delivering the same training to all users, regardless of their role. This approach often leads to confusion, low adoption rates, and wasted time. The […]
