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Understanding the business
The Situation
ABB E-Mobility is the electric vehicle charging division of ABB, the Swiss-Swedish multinational operating in over 100 countries. With an installed base of over 100,000 chargers globally and rapid sales growth, the Delft-based team needed a service operation that could scale with the business, not one that fell further behind with every charger shipped.
Business challenges
ABB E-Mobility's Salesforce Service Cloud Classic org had no dedicated system administration support, resulting in a platform that was neither future-proof nor fit for scale. Service Cloud was underutilised, processes were not integrated, and manual repetitive tasks consumed agent capacity. The case backlog grew as sales outpaced the service team's ability to respond. Product knowledge and troubleshooting articles were siloed across disconnected systems, forcing agents to search multiple sources before they could resolve a case. SLA commitments could not be tracked at the individual asset level, leading to costly penalties. NPS scores were deteriorating. Agent turnover was high, not because the work was unmanageable, but because the tools made it feel that way.
The Results
Cloud Integrate partnered with ABB E-Mobility on RISE - Redesign and Improve Service Experience: a phased transformation programme that moved from reactive support into a fully redesigned service operation. The engagement progressed through three stages: stabilising the existing org, upgrading the service system, and ultimately redesigning the end-to-end service experience.
The solution included Lightning Service Cloud with Milestones and SLA management configured at the individual asset level, enabling automated escalation based on time-based milestones. Knowledge Management was restructured using KCS (Knowledge-Centered Services) methodology; recategorising existing knowledge in Salesforce, breaking data silos, and enabling automated knowledge surfacing so agents could find relevant articles without leaving the case record. Reports and dashboards were configured to monitor service performance, case trends, and knowledge article effectiveness. From a change management perspective, Cloud Integrate advised ABB E-Mobility to define Process Owner and Product Owner roles, breaking down departmental silos and creating a shared picture of how service processes interact. Solution Chips: Service Cloud | Knowledge Management
Outcomes
SLA management was standardised with the ability to track commitments at individual asset level. Automated escalation processes now prompt case owners to act before violations occur, cases are flagged and surfaced in dedicated list views based on milestone status. First Time Resolution improved measurably. Knowledge is now a single, centralised, version-controlled source accessible to agents. Departments that previously worked in silos gained a clear picture of the integrated way of working. The MVP delivered was used as the blueprint for international rollout across ABB E-Mobility's global operations.