Problem Statement

IGT is the global leader in gaming, delivering unrivaled gaming experiences that engage players and drive growth. They were taking care of the cases raised by customers and it was not upto the mark and sufficient as the volume was big, this was causing a lot of trouble to manage the cases and give a proper resolution to the customer within the specific time. 


A Salesforce service cloud solution was proposed to IGT where they would be able to have a complete end to end case management tool which would help them to solve the issue.

With this agents could be able to work from anywhere. With the easy management options available from any desktop or mobile device. Automatic Case assignment reduces the cost of human resources also automatic case creation was provided with the Email-To-Case and Web-to-Case which helped them to create a case automatically when an email is sent to a company’s email addresses and when a support request comes directly from the company’s website.