Quark Case Study

Company Background

Quark Software Inc. is a leading provider of content automation, intelligence, and design software. For over 40 years, they've delivered advanced desktop publishing tools to creative teams and trusted enterprise content lifecycle management solutions to highly regulated industries. With a global customer base and complex support requirements, Quark needed a solution to streamline their customer service operations and provide consistent support across multiple channels.

The Challenge

Quark faced several challenges with their customer support operations:

• Fragmented customer service systems across different product lines
• Inconsistent customer experiences across email, phone, and web channels
• Limited visibility into customer history and previous interactions
• Difficulty routing technical issues to the right specialized support agents
• Inefficient knowledge management leading to longer resolution times
• Lack of real-time analytics to measure support performance

These challenges resulted in longer case resolution times, decreased customer satisfaction, and reduced agent productivity. Quark needed a unified solution that could provide a 360-degree view of their customers while streamlining support operations across all channels.

Our Approach

Barrington Bay worked closely with Quark to understand their unique support requirements and design a comprehensive solution using Salesforce Service Cloud with Live Agent and Omnichannel capabilities. Our approach included:

1. Discovery and Strategy

We began with a thorough assessment of Quark's existing support processes, identifying pain points and opportunities for improvement. We mapped customer journeys across different product lines and support channels to understand the full scope of the challenge.

2. Live Agent Implementation

We implemented Salesforce Service Cloud with Live Agent to provide Quark's support team with:

• A unified agent workspace with all customer information in one place
• AI-powered case classification and routing to direct issues to the right specialists
• Automated case prioritization based on customer tier, issue severity, and SLAs
• Integrated knowledge base with contextual article suggestions
• Productivity tools including macros, quick text, and guided workflows

3. Omnichannel Integration

We deployed Salesforce Omnichannel to unify customer support across all communication channels:

• Email-to-case integration with automated response templates
• Web-to-case forms with dynamic fields based on product selection
• Live chat support with skills-based routing
• Phone integration with CTI for screen pops and call logging
• Social media channel monitoring and case creation
• Self-service customer portal with knowledge base access

4. Custom Development

We developed several custom components to address Quark's specific needs:

• Product-specific case layouts with relevant fields and workflows
• Integration with Quark's license management system
• Custom dashboards for team leads and executives
• Automated SLA tracking and escalation processes

5. Training and Change Management

We provided comprehensive training for Quark's support team, including:

• Role-based training sessions for agents, supervisors, and administrators
• Hands-on workshops with real-world scenarios
• Knowledge transfer sessions for internal Salesforce administrators
• Creation of custom training materials and quick reference guides

The Results

The implementation of Salesforce Service Cloud with Live Agent and Omnichannel capabilities delivered significant improvements to Quark's customer support operations:

Additional benefits included:

• Improved visibility into support operations with real-time dashboards
• Enhanced knowledge management leading to more consistent support
• Better resource allocation based on channel demand and agent skills
• Increased self-service usage, reducing overall case volume
• More accurate forecasting of support needs and staffing requirements

Key Takeaways

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