Octopus EnergySample content
Connecting customer service data across systems
Giving agents a single view of the customer by integrating Salesforce with internal platforms.
- shorter handling time
- [x]%
- systems connected
- [x]
- fewer manual lookups
- [x]%
The challenge
Agents switched between several internal tools to answer a single customer question, which slowed resolution and made context easy to miss.
What we did
- 1Defined the system of record for each customer data point with the service and engineering teams.
- 2Built REST integrations with Named Credentials and monitoring for every sync.
- 3Surfaced external data in the Service Console through Lightning Web Components.
- 4Documented integration runbooks for the internal engineering team.
The result
Agents see the context they need in one console, and the internal team can trace and recover any failed sync.
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