How Plastiq Lowered Its Case Resolution Time by 60% with Salesforce Service Cloud and Experience Cloud

About Plastiq

Plastiq helps SMBs improve cash flow and save time with easier online bill payments, payment acceptance, and instant access to working capital. They offer a way to pay suppliers by your preferred method regardless of acceptance, eliminating the friction in B2B payments. 

Business Case

Plastiq engaged with Plative to help improve its customer management for end-users and service agents. Plastiq only had email and live chat as intake channels, their self-help portal was outdated, and customer ticket resolution was slow. They lacked case management processes and visibility on cases and insight into service agents’ performance. 


Plative helped Plastiq move from Zendesk to Salesforce Service Cloud and redesigned the self-help portal and case management view with Salesforce Experience CloudSalesforce Chat was implemented to automate and help solve routine issues. A milestone tracker was placed on the case layout view with a countdown timer, along with features like agent view, queue backlog view, and agent work view was implemented for agent monitoring. Omnichannel was used to route cases to a dedicated support team and internal knowledge articles for case support. 


By combining multiple portals into one platform and the redesign, portal traffic increased by 45%. The case resolution rate increased by 60% due to the agent’s visibility into upcoming and completed milestones in the milestone tracker. The chatbot resolved 40% of routine inbound responses allowing for increased agent productivity. Lastly, the average resolution time on tickets decreased by 60% and over 15 reports and dashboards were created for tracking and reporting.

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