Routing one customer request to four operational teams

A regional bank formed through a multi-bank merger needed to assign several tasks from one Salesforce case to different operational teams.

Customers were reaching out to multiple teams to resolve a single issue. Agents had no clean way to separate customer-facing messages from internal discussion on the same case, and they were sifting through email attachments, including social icons, to find real documents. The IT team also had no way to measure how well it was supporting internal colleagues.

Case Split divides one case with multiple tasks into separate cases routed to the correct teams, so the customer submits one request and still gets help from several groups.

Email to Case Premium distinguishes internal communication from customer-facing conversation with a toggle. File Slayer removes unnecessary files. The IT team uses Simple Survey to survey internal colleagues and identify process gaps.