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An electronics distributor handling hundreds of thousands of support emails a month reduced duplicate cases created across more than 200 shared mailboxes.
A global electronics distributor ran Salesforce support through more than 200 shared mailboxes, processing hundreds of thousands of inbound emails each month.
Customers routinely copied several mailboxes on the same request or replied to closed cases with new issues, so the same problem entered the queue two or three times. Agents worked duplicates in parallel without knowing it, and the team described duplicate cases as a permanent condition rather than an occasional annoyance.
Case Merge Premium with AutoMerge detects duplicates against criteria the team defines and merges them without losing case history.
The team validated the detection rules in a sandbox against their own case volume before rolling the app out across all mailboxes.
Walk through this with someone who has set it up for a support org your size.
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