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One Platform, One Customer Experience

Sales and service shouldn’t run on different systems. CriticalRiver helps you connect every customer interaction, from first touch to post-sale support, on Salesforce Sales and Service Cloud.

Trusted by Clients

The brands you trust, trust us for results.

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Service Overview

Unifying Sales and Service for a 360° Customer View

Sales and service interactions are often disconnected. We fix that. CriticalRiver builds unified Salesforce systems where sellers and support teams work from the same data, follow consistent processes, and act faster with built-in automation. We don’t just turn on features; we configure Sales and Service Cloud to match your sales motion, customer service goals, and field realities. Whether you’re managing accounts, tracking deals, or resolving issues, we help your teams deliver smarter, faster, and more consistent experiences.

Lead, Opportunity, and Pipeline Management

We configure lead scoring, opportunity stages, and pipeline dashboards to reflect your sales process. Sales reps can focus on the highest-value deals while leadership gets clear visibility into performance and risk.

Account and Contact Intelligence

Every interaction, call, email, case, or quote is visible in one place. Sales and service teams work with the same record, reducing confusion and improving continuity across the customer journey.

Guided Sales and Service Workflows

We set up step-by-step flows to help teams qualify leads, handle objections, or resolve issues. Workflows reduce training time, ensure process compliance, and help new reps ramp faster.

Intelligent Case Management

We configure case queues, priority logic, and SLA timers so support teams can handle requests based on urgency and complexity. Routing is rules-based, reducing missed escalations and resolution delays.

Knowledge Base and Self-Service Portals

We set up internal knowledge for agents and external portals for customers. This reduces ticket volume and empowers users and teams to find answers faster.

Email, Calendar, and CTI Integration

Salesforce is connected with your team’s email and calendar tools for real-time sync. CTI integrations bring call logs, recordings, and customer context into a single console.

Reporting and Dashboards

We configure role-specific dashboards for sales, support, and operations. Metrics include pipeline velocity, case volume, deal aging, and resolution trends, which are available in real time.

Process/Methodology

From Contact to Loyalty: Designed Around Your Teams

Step 01

Strategy

We analyze your current sales and service processes to design a connected experience that improves speed and insight.

  • CRM use case mapping
  • Sales motion assessment
  • Case workflow design
  • Data architecture planning

Step 02

Implementation

We configure Sales and Service Cloud based on your goals and existing tools, delivered in phases for better adoption.

  • Lead, account, and case setup
  • Workflow and automation configuration
  • Email, calendar, and CTI integration
  • Testing and role-based training

Step 03

Evolve

We help teams improve with new workflows, dashboards, and automation triggers over time.

  • Dashboard optimization
  • Workflow enhancements
  • SLA performance reviews
  • Roadmap adjustments
Industries We Serve

Domain Expertise

Cutting through complexity to deliver clarity, strategy, and impact at every turn across industries.

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Hi-Tech

Empowering innovation with scalable cloud, data, and automation solutions.

Manufacturing 

Optimizing production and supply chains with real-time visibility and automation.

Banking/Finance

Modernizing financial operations with secure, intelligent, and customer-centric systems.

Energy & Utilities

Driving sustainability and efficiency through smart digital transformation.

Healthcare

Enabling connected, compliant, and patient-focused digital ecosystems.

Non-Profit

Accelerating impact through data-driven engagement and transparent operations.

FAQs

Frequently Asked Questions

What’s the difference between Sales Cloud and Service Cloud?

Sales Cloud supports prospecting and deal tracking. Service Cloud is built for case management, support workflows, and SLA monitoring. We connect to create a unified customer experience across sales and service functions.

Can Sales and Service share data in real time?

Yes. We configure a single customer record, so both teams see the same history, notes, and activity.

What if we already have some Salesforce licenses?

We review your current setup, retain what works, and build on top of it—without starting over.

Do you support outbound calling and email automation?

Yes. We integrate Salesforce with your comms stack, including CTI, calendar, and marketing platforms.

Can we route leads or cases based on geography or skill?

Absolutely. We set up routing logic based on team, region, or case type and fully automated it.

How do you measure service team performance?

We configure SLA timers, resolution tracking, first-contact resolution metrics, and dashboards by agent, queue, or region.

Do you offer user training and post-launch support?

Yes. We provide training by role, documentation, and ongoing support for enhancements or system changes.

Can Salesforce help us prioritize deals or cases?

Yes. We set up scoring and logic that automatically flags high-value opportunities or time-sensitive cases.

How long does a typical Sales & Service Cloud implementation take?

Timelines vary, but standard projects run 6 to 12 weeks depending on size and scope.

Will this integrate with our ERP or support tools?

Yes. We regularly integrate Salesforce with ERP, billing, inventory, and support platforms.

Tell Us How We Can Help You

Have questions or ready to start your digital transformation journey? Our experts are here to help you every step of the way. Get in touch with us today and let’s build the future together!

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