Salesforce for Customer Service
eliver service that customers remember — for all the right reasons. Delight customers, empower agents, and scale service operations with smart automation, real-time insights and seamless communication — all powered by Salesforce and delivered by Performa IT.
“Great customer service isn’t about putting out fires. It’s about preventing them with visibility, speed, and connection.”
Ben Coleman, CEO, Performa IT
Why Customer Service Teams Choose Salesforce
In today’s world, speed, clarity, and empathy define success in customer service. Salesforce gives your service team a unified platform to manage every case, automate follow-up, and understand the full customer story, without switching systems.
With Performa IT, you get:
- Unified case, chat, phone and email management
- AI-powered tools to recommend next-best-actions
- Internal knowledge bases and macros for speed
- Instant visibility of customer journeys and history
- Automation to handle the repetitive and predictable
- Real-time insights to reduce costs and improve outcomes
What we can help you do
Speed Up Resolution
With AI tools, automation and routing logic, we reduce average handling time and ensure the right agent gets the right case, fast.
Connect Seamlessly
Integrate live chat, phone, email and self-service portals into one platform so your customers don’t have to repeat themselves.
Support Your Agents
Give agents dynamic knowledge suggestions, response templates and full customer context to reduce friction and boost confidence.
Automate the Repetitive
We automate common requests like password resets, delivery updates, or case classification — freeing agents for more complex issues.
Understand & Improve
Monitor satisfaction scores, first contact resolution, and CSAT trends — and respond before issues escalate.
Solutions for Customer Service
Service Cloud
Deliver faster, smarter support with tailored agent tools, case management, and a seamless customer experience.
Experience Cloud
Build branded customer and partner portals that integrate directly with your Salesforce data and workflows.
Mulesoft
Bring everything together with API-led integration through Mulesoft – connect apps, data, and devices effortlessly.
Slack
Power real-time collaboration inside Salesforce – receive updates, assign tasks, and close loops faster via Slack.
Tableau
Unlock advanced visual insights with Tableau, integrating your Salesforce data into powerful, interactive dashboards.
AgentForce
Deploy AI agents to automate tasks, boost productivity, and scale your team’s capabilities.
Einstein AI
Add predictive insights, automate workflows, and make smarter decisions with embedded Salesforce AI tools.
Trusted by global organisations
Case studies in Customer Service
Frequently asked questions
Can Salesforce replace our current helpdesk platform?
Yes — and do much more. Salesforce offers a complete service platform, including omni-channel support, automation, analytics, and knowledge bases.
How fast can we get up and running?
Depending on your scope, initial service solutions can be live in a matter of weeks. We also offer Quick Start packages.
Can you integrate Salesforce with our phones and email?
Absolutely. We routinely connect Salesforce with telephony, inboxes, and chat platforms to bring everything into one place.
What kind of metrics can we track?
We build dashboards for case resolution time, CSAT, channel volume, agent performance and more — live and exportable.
Can agents access this on mobile or while working remotely?
Yes, Salesforce is fully cloud-based and mobile-optimised. We also configure remote access based on your security needs.
Will Salesforce reduce our reliance on spreadsheets and emails
That’s the goal! Centralised data and workflows mean fewer ad-hoc tools and much better visibility across teams.
Do you provide training for service teams?
Yes. We offer role-based training for agents, supervisors, and admins to help your team hit the ground running.
Why work with Performa?
We’re not just here to manage Salesforce. We’re your team behind the scenes, making it work smarter for you.
