macs is a cloud-based start-up from the Netherlands, helping businesses to better communicate with their own customers via phone, chat and other channels. Thanks to an infinitely scalable platform built on top of Salesforce Service Cloud, macs can instantly providing trained service agents, 24/7, all around the world.
The challenge
macs has implemented Salesforce Service Cloud together with Waeg, a Salesforce Platinum Consulting Partner. Intermino has provided several consultants for this project, working under the Waeg umbrella and brand.
Like in most projects, the initial focus was on building and delivering the end-to-end solution. Only later came the need for a full-time Salesforce Administrator, who would take over the platform from the delivery team, manage daily admin tasks and improve the system going forward. As macs were growing and reaching new milestones, the complexity of the Salesforce system increased and new projects became ever more challenging.
Nenad successfully took over Salesforce day to day operations at macs and, in a very short time, became one of the key stakeholders warranting stability of the platform while working remotely from our Belgrade office.
The solution
As soon as macs requested our support, we introduced them with Nenad, one of our certificated Salesforce Administrators and Platform Developers. Since then, Nenad has been working with the macs project team on a full-time basis to manage functionality implementations, bug fixes, customizations, configuration, and system administration.
Results
Nenad’s dedication to the project and his detail-oriented approaches resulted in the macs team being able to expand their Salesforce platform faster, while being able to focus themselves on more pressing business-critical matters. Today, the Salesforce implementation at macs is stable, scalable and future proof with Nenad continuing to provide support to macs.
