Salesforce Service Cloud: cases, omnichannel and SLAs in one service console
We implement Service Cloud so your support team handles every case with the full customer history in view — one place for email, phone, chat and social, with intelligent routing, SLAs that hold and a knowledge base that answers. Two-week sprints with live demos and a documented org your team maintains.
Service Cloud is Salesforce’s customer-service platform: it unifies cases, every contact channel and the knowledge base in a single agent console so your team resolves faster with full context in view.
We implement it around your real support operation: case management with Omni-Channel routing by skill and load, SLAs and escalations with entitlements and milestones that are measured and met, a knowledge base (Knowledge) that feeds both the agent and self-service, and a help center on Experience Cloud that deflects repetitive questions before they reach a human. We automate the repetitive work with Flow —assignments, notifications, status updates— and favor configuration over code to hand you a maintainable org. We are a software factory founded in 2018, with 50+ resources and 200+ projects delivered (Monterrey, Guadalajara + Texas, 5.0★ verified on Clutch) and a partner within the Salesforce ecosystem: the code and configuration we deliver are 100% yours, in a documented org. Salesforce provides the licensing; we implement. We do Salesforce only.
Six operational reasons, zero adjectives
The code is yours from day one
Repos in your name, documented CI/CD and zero vendor lock-in. If you leave tomorrow, you take it all, running.
WhatsApp API with an official provider
We are a Meta Tech Provider: your WhatsApp Business API line with no middlemen, and chatbots wired to your ERP.
Sprint delivery you can click
A working demo every two weeks and measurable progress. No "it’s 80% done" without something you can click.
AI applied to your operation
LLM agents, RAG over your data and process automation — the same practice we use to run iTech itself.
Real nearshore: Texas + Monterrey
Legal entity in the U.S. (iTech Corp, Texas), contracts under U.S. law, same CST time zone and USMCA.
ERP with CFDI 4.0 invoicing
We implement Odoo with integrated SAT stamping (PAC), client portal and reconciliation — a full operation, not just software.
When you need it
What it includes
Case management
Case capture from all your channels, queues, assignment and full lifecycle, so nothing falls through and every case has a clear owner.
Omni-Channel
Intelligent routing that sends each case to the right agent by skill, availability and load, instead of assigning by hand.
SLAs and escalations
Entitlements and milestones with response and resolution times that are measured and trigger automatic escalations when something runs late.
Knowledge base
Articles that feed the agent inside the console and the customer’s self-service, to resolve faster and with consistent answers.
Self-service (Experience Cloud)
A help center and portal where customers open and track cases and find answers on their own, deflecting the repetitive stuff before it reaches a human.
Console and automation
A unified service console, macros and Flow automation for assignments, notifications and status updates, with Einstein and CTI/telephony as options.
How we work
1Discovery
We map your support operation —channels, case types, SLAs, escalations— and define the data model and the Service Cloud scope in phases.
2Configuration
We build the console, cases, Omni-Channel, entitlements and Knowledge with best practices, favoring configuration over code and documenting everything.
3Channels and automation
We connect email, phone, chat and social, set up self-service, and automate the repetitive work with Flow so the agent focuses on resolving.
4Training and adoption
We train agents and supervisors on the console and the workflows, with documentation and support so the team uses it from day one.
5Go-live and stabilization
A controlled launch with two-week sprints and live demos, close post go-live support, fine-tuning and handoff of a documented org to your team.
Tech stack
The tools and platforms we build it with — chosen for your problem, not for hype.
Frequently asked questions
Can't find your question? Talk to an engineer — no sales script.
Contact us →How long does it take to implement Service Cloud?
It depends on scope. A focused start on case management and a couple of channels is considerably faster than a full omnichannel operation with entitlements, self-service and telephony. We work in phases and in two-week sprints with live demos, so you see real progress every two weeks and we release value in stages instead of waiting months for a single go-live.
Do we need to buy licenses before we start?
Not necessarily. As a partner within the Salesforce ecosystem we advise on which Service Cloud edition and which add-ons (Digital Engagement, telephony, self-service) fit your volume and channels, and we can support you through the acquisition. Salesforce provides the licensing; we focus on implementation, configuration and adoption.
Which channels can we unify in one console?
Email, phone (with CTI/telephony), web chat, and WhatsApp and social through Digital Engagement, plus cases captured from your site (web-to-case). Omni-Channel routes all of it to the right queue and agent by skill and load, so your team works from a single place with the full customer context.
Do the code and configuration stay ours?
Yes: the code and configuration we deliver are 100% yours, in a documented org. We favor configuration over code so your team can maintain it without depending on anyone, and when something needs development we do it with Apex and LWC, also documented and inside your org.
Do you also do custom development and integrations on Service Cloud?
Yes. When a requirement exceeds what is configurable we solve it with Apex and LWC, and we connect Service Cloud to your other systems —telephony, ERP, messaging— so the agent never has to leave the console. We work Salesforce only within this mini-site.
Request your Salesforce assessment
Three fields and we schedule a session. We tell you honestly what fits and what does not — no invented metrics or inflated partner tier.
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