01
No case management for customer service
Service requests came in by email with no system to create, assign, escalate, or track them — managed informally with no SLAs or resolution reporting.
The challenge
Secure Records Solutions managed its sales pipeline and customer service in separate disconnected tools. Contracts were generated manually, and their Total Recall records system held customer data that had never been migrated to Salesforce. The team managed client email through Outlook with no CRM connection.
The approach
Cloud Nerd built a single Salesforce org covering both sides of the business: Sales Cloud with a full pipeline, Service Cloud with Email-to-Case routing, PandaDoc for document generation and e-signature, Outlook integration, and a custom Excel-to-Dataloader script that formatted Total Recall exports into importable Salesforce files.
The outcome
Secure Records Solutions launched with a unified platform: salesreps in a structured pipeline, service team managing cases with Email-to-Case, contracts generated and signed electronically, and historical client data migrated with a repeatable process for ongoing updates.
