How a Global Maritime Leader Modernized Customer Support Using Salesforce
Project Preview
LISCR, one of the world’s largest ship registries, was facing operational inefficiencies due to fragmented customer support workflows. Queries were routed through individual inboxes, handled manually across departments, and lacked visibility or tracking.
Maganti IT Resources was engaged to implement a Salesforce-based Email2Case solution that would bring structure, speed, and scalability to LISCR’s support operations—enabling centralized communication, real-time analytics, and full organizational adoption without added license costs.
Business Challenge
Prior to implementation, LISCR faced several operational bottlenecks:
- Disconnected departmental workflows.
- Delayed issue resolution due to manual email routing.
- Limited visibility into performance metrics.
- Underutilization of Salesforce beyond one department.
They needed a centralized platform that would enable cross-team collaboration, improve response times, and provide leadership with clear visibility into service delivery.
Our Solution
Maganti IT Resources designed and implemented a custom Salesforce Email2Case solution, tailored to LISCR’s multi-departmental environment. This included: process.
- Enabling shared departmental inboxes with automatic case generation.
- Developing custom Lightning Web Components (LWC) for email handling
- Building real-time dashboards to track performance and response times
- Implementing REST API integrations for system-to-system communication.
- Creating role-based access controls to ensure secure, targeted visibility.
- Reducing licensing costs through code-based access configurations
The result was a unified, efficient case management system that delivered clear business value.
Results & Resolved Challenges
The solution significantly improved LISCR’s service operations:
Before Implementation
- Limited Salesforce usage (only Marketing).
- Manual query handling via email.
- No centralized performance tracking.
- Rising license costs.
After Implementation
- Salesforce adopted across all onshore departments.
- Automated case creation and assignment via Email2Case.
- Live dashboards with real-time performance metrics.
- License optimization through code-level access configuration.
Challenges We Solved
- Evolving requirements: Managed through ongoing collaboration and agile delivery cycles.
- Departmental workflow conflicts: Addressed via custom flows tailored to each team
- Role-specific visibility issues: Solved using secure Apex and LWC-based access logic
Why Maganti IT Resources?
Maganti IT Resources combines deep Salesforce expertise with a solution-first mindset. Instead of relying solely on out-of-the-box tools, we build tailored systems that align with real-world operations.
- 6+ years of Salesforce development and implementation experience.
- Certified developers with cross-industry case management expertise.
- Agile execution model with a focus on cost, speed, and usability.
- Consistent client collaboration and proactive problem-solving.
Ready to Modernize Your Case Management Strategy?
If your organization is managing support workflows through disconnected systems—or struggling with slow response times and poor visibility—we can help.
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