Case Chaos: Why Email Inboxes and Spreadsheets Break at Scale

If your service team is still managing cases in email inboxes or spreadsheets, you’re not alone. But here’s the reality: what works at 10 support requests a week completely breaks at 100 and becomes chaos at 1,000.

The risks are big:

• Missed SLAs → unhappy clients

• No visibility → leaders can’t see bottlenecks (especially painful when someone is out of the office or a client calls in and has to re-explain their ask)

• Burnout → agents feel reactive, not proactive

  
  

I’ve lived this problem firsthand, our case process started as an email black hole. Clients felt like it was often a week or more before they’d hear back, and we had no reliable way to measure SLAs.

When we moved that process into Salesforce Case Management, the results were dramatic:

• Every case tracked from open to resolution

• Automated assignments & escalations kept things moving

• Reports and dashboards gave real-time visibility into bottlenecks

• Macros and knowledge tools accelerated resolutions

  
  

The outcome? We went from client complaints of week-long delays to consistent two-hour resolutions and amazed clients — at a scale of over one million cases per year.

Bottom line: Case management isn’t just about closing tickets. It’s about creating a scalable foundation for client satisfaction and retention.

👉 Curious what this could look like for your org? Book a free Case Management Readiness Consult: https://tfft.io/WPH4UwW

Why Work With Us

At Proksel Consulting, our leadership team has spent decades leading Salesforce-driven transformation across sales, service, product, engineering, and operations.

We’ve negotiated major Salesforce contracts, designed service workflows handling millions of cases per year, and delivered outcomes at both startup and enterprise scale.

Now, we bring that experience directly to our clients — helping organizations unlock the full potential of Salesforce with a focus on outcome-based delivery.