Bringing Support and Customer Data Together
SoSafe, a cybersecurity awareness and human risk management leader, wanted to give its growing customer base faster, more connected support. Their current service desk provider was not connected to their main CRM, and thus limited visibility across teams and slowed down case resolution. With Sales Cloud already in place, SoSafe partnered with Candybox to migrate to Salesforce Service Cloud and create a unified, data-driven post-sales experience.
The Challenge
SoSafe's support, implementation, and customer success teams worked from separate tools, making it hard to connect case history with customer data. The team needed:
- A single source of truth across Sales and Support
- More flexible workflows and automation
- Better visibility into customer health and SLAs
The Solution
Candybox collaborated with SoSafe's Head of Technical Services, Nils Ramos, to reimagine how the service organization operated. Together, they:
- Migrated all ticketing and knowledge processes to Service Cloud
- Designed new escalation, SLA, and reporting structures
- Launched a multilingual Experience Cloud portal for self-service support
- Integrated case data directly with customer accounts in Salesforce
The project rolled out ahead of schedule, with continued post-launch enhancements and training to ensure smooth adoption.
The Results
- Faster Case Resolution: Agents now access customer contracts and history directly within Service Cloud, cutting resolution times.
- Smarter Insights: Unified data gives leadership a complete view of customer health and support trends.
- Improved Efficiency: Custom workflows and SLAs streamline response handling and reduce manual work.
- Empowered Customers: A new self-service portal helps users find answers faster and reduces incoming tickets.
Why SoSafe Chose Candybox
SoSafe had worked with Candybox before and valued their deep Salesforce expertise and practical guidance. In addition, Candybox's expertise with SaaS and cybersecurity meant that Candybox was able to apply industry-specific best practices to SoSafe's migration and further GTM systems.
What's Next
SoSafe continues to build on its Service Cloud foundation, expanding its knowledge base, refining workflows, and exploring AI-driven automation to anticipate and resolve customer issues even faster.
