Posted by: Ryan Groves
Category: Case Studies, Media & Communications, Retail, Service Cloud

Project Details

  • Region: Ireland
  • Industry: Telecommunications
  • Sub Sector: Broadband 
  • Size of company: 250+ Employees

About the customer

National Broadband Ireland believes that better broadband networks promote social progress, equality and sustainability. With equal access to local, national and global opportunity, every person, community and organisation in Ireland will be empowered to achieve more.

One of the biggest challenges facing rural Ireland is to bridge the digital divide with urban areas. To remedy this situation forever, National Broadband Ireland will deliver high-speed broadband to every household and business in the National Broadband Rollout area. No town, village or parish will be left behind under the National Broadband Plan.

Business Requirement and Customer Challenges

National Broadband Ireland needed a service solution for their support agents to efficiently handle incoming cases from multiple channels. The service agents needed quick access to a customer’s details to determine their connectivity status and provide timely support. Alongside this, service agents needed to be able to log their support requests in an organised manner and record their interactions with a customer. National Broadband Ireland wanted to further support their agents by creating a built in knowledge base containing FAQs and technical documentation.

Business Requirements included: 

  • Centralised location for support cases to be worked on
  • Register support cases from multiple channels
  • A standardised support path to guide agents
  • Be able to report on open/closed cases by agent and channel
  • A knowledge base of everything a service agents needs to know
  • Suggested knowledge articles based on case content
  • Replace joint outlook mailbox by implementing email to case

Products implemented

Ignyto implemented the following Salesforce Solutions for National Broadband Ireland:

  • Salesforce Service Cloud
  • Email to case
  • Salesforce Knowledge base


  • Efficient management of incoming support requests
  • Improved visibility of support centre productivity through salesforce reports & dashboards
  • Simplified access to knowledge content



Length of Project

4 days

Quote from the customer

“We are incredibly thankful for the dedication, professionalism and attention to detail that Emily and Daniela applied to our recent project.

The structure of the project, from engagement, creation and guidance through demo environments, to training and support of our teams has been nothing but seamless. We look forward to working with the team on future projects.”

Contact us today to discuss how one of our Ignyto specialists can help your business implement Salesforce