Read success stories from Lakebridge

See how companies that used Salesforce and SAP are deploying innovative technology to achieve transformative results.

Salesforce Service Cloud Optimization for U.S. MindCrowd

Transforming Customer Support with Service Cloud

The U.S. MindCrowd project is dedicated to advancing brain health research, and exceptional customer service plays a vital role in connecting with participants, partners, and stakeholders. With Salesforce Service Cloud Optimization, we empower MindCrowd to deliver fast, personalized, and efficient support.

Our approach ensures that every interaction – from initial inquiries to ongoing participant engagement – is tracked, managed, and improved in real time. By optimizing Service Cloud for research-focused organizations, we enable data-driven decisions that improve participant satisfaction and retention.

Why Service Cloud Optimization Matters

Service Cloud is a powerful CRM platform, but without optimization, organizations risk slow response times, scattered case data, and low productivity.

For MindCrowd, we implement:

Custom Case Routing – ensuring participant queries reach the right team instantly.
Knowledge Base Integration – providing agents with quick answers for consistent messaging.
Omni-Channel Support – combining email, chat, phone, and web forms into a single view.
Automated Workflows – reducing repetitive tasks and speeding up resolutions.

By targeting U.S.-based audience needs and tailoring configurations to MindCrowd’s mission, we create a seamless participant experience.

Key Benefits for the U.S. MindCrowd

Faster Response Times – Automated prioritization ensures urgent participant cases are handled first.
Improved Agent Productivity – Unified dashboards and AI-powered recommendations cut handling times.
Enhanced Data Accuracy – All interactions are logged and linked to research participant profiles.
Scalable Support Model – Ready to handle more cases as the project expands.

This optimization directly supports U.S. research organizations by aligning Salesforce with their compliance, data privacy, and engagement goals.

Our Proven Optimization Process

Audit & Assessment – Reviewing existing Service Cloud setup for gaps.
Configuration & Customization – Tailoring workflows, reports, and dashboards.
Integration – Connecting Service Cloud with participant management systems and data tools.
Training & Enablement – Equipping support teams with best practices and process documentation.
Ongoing Monitoring – Tracking KPIs to continually improve support performance.

Drive Service Excellence with MindCrowd

Optimizing Salesforce Service Cloud for the U.S. MindCrowd project is more than a technical upgrade—it’s a commitment to exceptional participant care and efficient research support.

Tech Stack & Collaboration Tools Used

CRM - Salesforce Service Cloud
Project Management- Jira, Trello
Communication- Google Workspace
Development & DevOps -GitHub, Salesforce CLI
Documentation- Google Workspace

We collaborated fully remotely, providing U.S. timezone overlap and weekly sprint demos via Google Workspace. Jira was used to track deliverables with full transparency.

Business Benefit for Client

✅ Reduced ticket handling time by 30%
✅ Improved SLA compliance from 45% → 93%
✅ Enabled 24/7 support visibility for supervisors
✅ CSAT improved from 3.4 to 4.8 within 60 days

“Lakebridge made us feel like they were in the next room, not halfway across the world.”