Driving Service Innovation for a Global Maritime Firm with Salesforce case management
Learn how Maganti IT transformed fragmented service operations into a connected customer experience using a Salesforce-first approach.
ABOUT LISCR
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LISCR, one of the world’s largest ship and corporate registries, plays a critical role in global maritime safety and compliance. To support their growing operations, they needed more than just a CRM. They required a unified solution that could accelerate issue resolution, eliminate silos, and provide support teams with real-time visibility. Our tailored Salesforce implementation delivered on all fronts—streamlining operations and equipping teams with the tools they need to perform at their best.
RESULTS AT A GLANCE
60%
Faster Case Resolution With Automated Workflows
40%
Reduction In Licensing Costs Through Code-Based Access Control
100%
Automated Case Creation Via Email2case
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Role-Based Dashboards Delivering Real-Time Performance Insights
THE CHALLENGE
A Reinvented Customer Experience
A leading organization was struggling with scattered support workflows, slow response times, and inconsistent issue resolution. Each department had its own way of managing customer requests—causing confusion, delays, and missed opportunities.
The client needed a centralized system, one that could unify communication, improve internal collaboration, and bring analytics into the decision-making process. Working closely with their internal teams, we implemented a custom Salesforce solution that streamlined case management, reduced delays, and created a foundation for measurable service excellence.
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Unified Case Management. Streamlined Workflows with
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Reimagine Support with a Custom Salesforce Platform
TALK TO US TODAY
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THE TRANSFORMATION
Case Management Solution to resolve Customer Issues
While Salesforce’s standard features provided a solid foundation, limitations in flexibility and licensing posed significant roadblocks. Maganti IT stepped in to reconfigure and optimize the platform—delivering a more efficient, scalable, and responsive support infrastructure. This resulted in greater clarity, faster service, and stronger coordination across all global functions.
- Email2Case implementation for automatic ticket creation
- REST API endpoints to integrate external tools
- Custom real-time dashboards using LWC
- Role-based access controls for security and clarity
- Manual code customizations to avoid extra license fees
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BUSINESS OUTCOMES
Outcomes That improved Customer Reputation
The result was a truly unified case management platform.
Full Platform Adoption: From Marketing-only use to 100% onshore team participation.
Faster Resolution Times: Streamlined workflows removed the need for departmental redirection.
Cost Efficiency: Manual code solutions saved significantly on licensing costs.
Improved Visibility: Custom dashboards empowered team leads with real-time performance insights.
This wasn’t just a tech upgrade, it was a shift in how the organization delivered service.
LOOKING AHEAD
A System That Scales With the Mission
What Started as Challenges Became Wins
The transformation wasn’t without challenges. Departments followed different processes, access needs varied, and scope evolved continuously. But by maintaining open communication, adapting with agility, and building with foresight, we were able to:
- Align multiple departments under a single Salesforce process.
- Anticipate and engineer around licensing limits.
- Deliver customized solutions where standard tools fell short.
PARTNER WITH US
Two Decades of Salesforce Implementations Success
While many firms stop at plug-and-play, we push further. Our Salesforce-certified developers deliver engineered solutions that grow with your business.
With more than two decades of domain experience and a proactive approach to risk and scale, we design systems that work now and long after go-live.
Whether you're ready to rethink customer service, unify your team's efforts, or simply need a more cost-effective CRM strategy-we're here to help.
Contact Us.
We’d love to hear your story and how we can help your business
LET’S TALK
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Waterbury, CT - 06702
1-855-217-4637