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For customer success teams, Salesforce Service Cloud helps deliver personalized support experiences to drive customer growth. Here’s how we set it up to match how you grow.

A goodgreat Service Cloud implementation should be...

Empower your teams to anticipate customer needs and resolve issues early
Enable a Centralized Knowledge Hub to Streamline Support
Activate Playbooks That Drive Customer Growth and Loyalty
Enable Service Dashboards and Reports Focused on Customer Expansion
Yes, this is what I need!
Empower your teams to anticipate customer needs and resolve issues early

Shift from reactive ticket management to proactive customer care

Set up automated customer check-ins using usage data, support history, or renewal timelines. Use health scores to flag customers at risk of churn and trigger timely, proactive outreach. Assign dedicated CSMs to high-value accounts to monitor engagement and offer strategic guidance. Encourage close collaboration between support, sales, and product teams to anticipate customer needs before they become issues.

Centralize all customer interactions within a unified Service Cloud console for real-time visibility and faster resolution. With every inquiry tracked and managed efficiently, your teams deliver better experiences that drive retention, loyalty, and long-term customer value.

Streamline Ticketing and Case Management
Enable a Centralized Knowledge Hub to Streamline Support

Live chat, searchable knowledge articles, and full self-service support

Empower your customers with tools that deliver instant, personalized support through live chat, self-service portals, and an intelligent knowledge base. Build always-on communication channels without increasing headcount by leveraging automation and AI within Salesforce Service Cloud.

We help you deploy self-service solutions — AI-powered chatbots, connected knowledge bases, and omnichannel messaging — that reduce ticket volume and free up your support teams to focus on high-value conversations. The result is faster resolutions, happier customers, and scalable service operations.

Enhance Customer Engagement
Activate Playbooks That Drive Customer Growth and Loyalty

Give customer success teams the playbooks they need to scale impact

Enable playbooks that guide customer success teams through renewal, upsell, and expansion conversations. Automate reminders to prompt timely engagement before renewal deadlines. Embed value-based messaging in playbooks to help CSMs position additional services aligned with customer needs.

Use automated surveys to uncover areas where customers may need extra support, and trigger tailored playbooks to drive proactive engagement.

Build Proactive Support Strategies
Enable Service Dashboards and Reports Focused on Customer Expansion

Build dashboards that measure customer growth potential alongside traditional support metrics.

Track how customers engage with knowledge base articles and product features to identify growing interest in new solutions. Measure which support touchpoints lead to expansion discussions and refine those interactions for better outcomes. Capture and analyze CSM-driven expansion revenue to highlight the impact of your service teams on growth. Set up alerts for accounts showing strong engagement but limited product adoption to trigger proactive outreach and personalized recommendations.
Automate Reporting and Analytics

We’ve been in it long enough, to know that a goodgreat Marketing Cloud implementation requires a thoughtful process to deliver solutions that your marketing teams love.

Discover your demand generation model, audience & marketing goals
Discover your customer support workflows, SLAs & success goals

Support isn’t just about solving tickets—it’s about delivering experiences. We start by understanding how your team operates, the SLAs in place, and your customer success goals to build a support system that drives retention.
Get to know your marketing team, processes & KPIs
Get to know your service team, response times & customer touch points

Your service team is on the frontline of customer satisfaction. We analyze response times, resolution processes, and key customer interactions—pinpointing areas for efficiency and faster resolution.
Audit current state - marketing workflows, lead scoring & buyer journeys
Audit current state - ticketing, automation & customer feedback loops

We assess your ticketing system, automation workflows, and how feedback is collected—identifying gaps that impact customer satisfaction and service efficiency.
Blueprint current & target state using Miro
Blueprint current & target state using Miro

A seamless customer experience starts with a well-mapped process. We create a visual blueprint of your service workflows, ticketing structure, and customer journey—bridging the gaps between marketing, sales, and CS.
Start planning implementation, change management & adoption
Start planning implementation, change management & adoption

Great processes only work if teams embrace them. We ensure a smooth rollout with training, change management, and adoption strategies—so your service team can deliver at scale with confidence.
Future state of your Marketing workflows & automation
Future state of your Ticketing system & SLA management

Support should be seamless, not stressful. We refine your ticketing system and SLA structure—ensuring faster resolutions, better tracking, and a frictionless experience for both customers and your team.
Future state of your Lead Scoring & MQL qualification
Future state of your Customer feedback loops, NPS & CSAT tracking

Happy customers drive growth. We implement a structured feedback system, improving NPS and CSAT tracking so you can measure, act on, and continuously improve customer satisfaction
Future state of your Attribution, Reporting & Analytics
Future state of your Service Reporting & Analytics

Data-driven support leads to proactive service. We set up analytics that provide real-time insights into response times, customer sentiment, and team performance—so you can optimize before problems arise.
Marketing Hub readiness for your team & demand gen strategy
Service Cloud readiness for your team & cross-functional collaboration

Customer service doesn’t work in silos. We ensure your team is fully enabled to leverage Service Cloud, while also aligning CS with sales and marketing—creating a unified customer experience.
Module-based implementation & deployment
Module-based implementation & deployment

Deploy revenue technology solutions strategically to ensure seamless integration and minimal disruption to business operations.
Implement, Test. Deploy, Communicate
Implement, Test. Deploy, Communicate

Create high-impact marketing assets, including landing pages, blog posts, and email campaigns, while turning strategic sales plans into fully optimized revenue-generation systems.
Managing scope creep, the agile way
Managing scope creep, the agile way

Implement a comprehensive revenue tech stack to monitor sales and marketing activities effectively, fostering ongoing communication to gather actionable insights and optimize performance.
Assure alignment with stakeholders continuously
Assure alignment with stakeholders continuously

Thoroughly test workflows, automation processes, and reporting systems to guarantee peak performance and reliability.
Guided Module/Process-based Training
Guided Module/Process-based Training

Equip your sales, marketing, and service teams with in-depth training on HubSpot’s features and advanced capabilities to maximize efficiency and adoption.
Solid documentation for better adoption
Solid documentation for better adoption

Create user-friendly guides, playbooks, and SOPs tailored to your processes, making it easy for everyone to understand and use the system. With detailed resources at their fingertips, your teams will confidently navigate HubSpot, boosting efficiency and accelerating your path to success.
Go-live, happily!
Go-live, happily!

Streamline internal workflows to boost team productivity and foster effective cross-functional collaboration.
Monthly RevOps support plan activation
Monthly RevOps support plan activation

Ensure long-term success with ongoing RevOps support, covering system and process optimizations for your evolving business needs along with strategic enhancements to keep your HubSpot running at peak efficiency.
Weekly insights on process performance
Weekly insights on process performance

Receive in-depth performance reports and data-driven insights on your workflows, automations, and revenue processes, helping you identify areas for improvement and ensure alignment with business goals.
Monthly GTM strategy activation (on-request)
Monthly GTM strategy activation (on-request)

Leverage expert-driven Go-To-Market strategies tailored to your business needs, ensuring seamless execution of campaigns, lead nurturing, and revenue acceleration initiatives.

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Here's a quick case study :)

Julie Taylor

As a solo marketer, I needed a team that could not only set up the technical side of things but also help me think strategically—OneMetric delivered on all fronts. They completely revamped our HubSpot CRM and marketing automation, making it possible for me to work more efficiently and focus on the bigger picture. Their guidance in shifting towards an ABM strategy has been invaluable, allowing us to tailor our marketing more effectively. From creating a sleek newsletter design to building out insightful reporting, they’re always thinking ahead. If you’re looking for a dedicated, hardworking team to level up your marketing efforts, OneMetric is your go-to!

Julie Taylor

Head of Marketing

Confidencial
Check Out The Case Study
Health Tech

Relatable? We should definitely talk.

All that we’ll cover when we speak:

  • Your current GTM motions and future roadmap
  • Problems that you face with your overall revenue stack
  • What would "wins" look like for you
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