Streamlining Manufacturing Support with Salesforce Service Cloud and RingCentral Integration

Beyond the Surface Problem

There was a lack of consistency in how processes were followed and very little visibility into what was actually happening day to day. Support teams had come to accept manual logging as the only way to ensure accuracy.  Meanwhile, leadership expected telephony adoption to improve on its own, without aligning the system to real workflows. Over time, these assumptions created many gaps, leading to inefficiencies that grew while the business expanded.

MIURA’s Objective

• Establish a unified communication and support workflow
• Improve data accuracy and visibility across customer interactions
• Increase adoption of a standardized CTI system

Here’s How We Did It:

CUBE84 began by aligning RingCentral’s capabilities with MIURA’s support workflows. Incoming and outgoing call flows were configured to match real operational needs, including voicemail handling and intelligent routing.

The integration with Salesforce Service Cloud enabled automatic call logging and real-time contact creation. Custom Lightning pages were designed to simplify activity tracking, ensuring that every interaction was captured without manual effort.

Automation played a key role. Call activities, voicemails, and follow-up tasks were logged directly into Salesforce. Reporting dashboards were introduced to give managers clear visibility into call volumes, agent activity, and performance trends.

The implementation focused on usability. The system was designed to fit into existing workflows, which encouraged adoption across teams.

Transformation In Motion

Support teams moved from reactive, manual processes to a structured and efficient workflow. Call handling became faster and more consistent, with customer information available in real time. Managers gained a clear view of operations through centralized dashboards. This improved decision-making and allowed teams to address performance gaps quickly.

Data accuracy improved significantly as automation replaced manual entry. Teams spent less time on administrative work and more time resolving customer issues.

System adoption increased as the experience became intuitive and aligned with daily tasks. Communication across teams became more consistent and reliable.