Category: Service
Supercharge Salesforce Case Management with RealZips
Salesforce Service Cloud and standard Case Management are powerful, flexible solutions supporting thousands of organizations worldwide. They provide the backbone for efficient workflows and responsive support. The RealZips app builds on this foundation by automatically enriching every case with geographic and contextual intelligence, and helping organizations unlock even greater value from their Salesforce investment. Learn about RealZips on the AppExchange.
As case volumes and complexity rise, many teams still encounter delays, compliance hurdles, and inconsistent response times. The underlying issue is that case records often lack the geographic and contextual data needed to route, prioritize, and resolve problems efficiently. Without trusted data, even AI-driven support cannot consistently deliver reliable results.
RealZips solves this by automatically enriching every case with ZIP Code context, including assignment of case managers, compliance, risk scores, distance calculations, and partner territories. RealZips enriches, organizes, and automates records—adding deep geographic intelligence to your existing Case Management workflows.
Common Data Challenges in Case Management
Even with the solid foundation of Service Cloud, organizations often encounter recurring challenges that hinder case resolution and compromise the customer experience. These gaps typically arise when data lacks geographic and contextual depth:
- Case Assignment Delays
- Fragmented Visibility Across Territories
- Compliance and Jurisdictional Complexity
- Inconsistent Customer Experience
- Partner and Field Service Inefficiencies
- Lack of Risk and Priority Context
- Limited Use of AI and Automation
In the sections that follow, we’ll explore how the RealZips app enriches, organizes, and automates your records in Salesforce Cases on a massive scale.
1. Case Assignment Delays
The Challenge
Many cases arrive incomplete, missing geographic details for automated routing. Teams fall back to manual triage, wasting valuable hours.
How RealZips Solves It
- Automatically enriches cases using the ZIP, adding service territory metadata.
- Assignment rules route cases to the right owner, queue, or partner instantly.
- Escalations are prioritized automatically based on, e.g., jurisdiction, distance, and risk.
Result
RealZips removes bottlenecks in case assignment, helping your team respond faster and more consistently.
2. Fragmented Visibility Across Territories
The Challenge
Service teams often struggle to identify which cases belong to their assigned geography or service partners, resulting in duplication or missed follow-ups.
How RealZips Solves It
- Organizes cases by ZIP, county, MSA metro, state, distance, and service partner territory.
- Provides dashboards and interactive maps to track case volumes by region.
- Ensures that field teams can focus on resolving cases within designated territories and distance zones.
Impact
Every team gains clear, real-time visibility into cases—eliminating confusion, streamlining planning, and accelerating resolutions across service territories. Below is the interactive RealZips Territory Dashboard, where charts and maps turn complex case data into instant, actionable insight:
Interactive Territory Dashboard showing escalated cases across North Carolina. Service leaders can instantly identify escalation hotspots, drill into case details, and take action by reallocating staff, updating ownership, or dispatching local partners to resolve issues.
3. Compliance and Jurisdictional Complexity
The Challenge
Regulated industries must ensure cases are handled by staff trained and certified for specific states or regions. Your service team is wasting precious time double-checking rules while frustrated customers wait for answers.
How RealZips Solves It
- Enriches every case with data on country, state, and county jurisdictions.
- Flags specific compliance requirements tied to state and county legislations.
- Routes cases automatically to trained and certified teams.
Outcome
RealZips embeds jurisdictional intelligence directly into Salesforce, so cases always align with regulatory rules. The result is fewer errors, reduced risk, and greater customer confidence in how issues are resolved.
4. Inconsistent Customer Experience
The Challenge
Without a time zone, holiday, or local context, outreach often happens at the wrong time. This frustrates customers and lowers satisfaction.
How RealZips Solves It
- Enriches cases with local time zone and holiday data.
- Guides agents on when to reach out to maximize customer availability.
- Adds local context, such as regional preferences, metro area, and climate patterns.
Value to Your Team
RealZips makes every customer interaction timely and relevant, helping your team deliver a consistent, personalized experience.
5. Partner and Field Service Inefficiencies
The Challenge
Many cases require dispatching a partner or field technician. Without geographic intelligence, assigning the closest resource is costly guesswork.
How RealZips Solves It
- Identifies partner territories and internal service territories, linked to each case.
- Shows the closest service or logistics locations for optimized response.
- Reduces duplication by routing directly to the correct technician or partner.
Outcome
RealZips aligns every case with the right local partner or technician, cutting resolution times and reducing costs. By removing guesswork and manual routing, teams can scale with confidence, meet SLAs, and deliver faster, more reliable service. Geographic intelligence also paves the way for AI-driven dispatching—enabling predictive assignments and automated case-to-technician matching in Salesforce.
6. Lack of Risk and Priority Context
The Challenge: All cases look the same — even when some are far more urgent based on local risk or customer profile.
How RealZips Solves It
- Assigns a Risk Score to each case using, for example, FEMA, insurance, and demographic data.
- Prioritizes escalations in high-risk areas automatically.
- Helps teams triage cases based on urgency, not guesswork.
Result
RealZips empowers your team to scale confidently with efficient triage management, handling more cases while also spending more time with each customer. Any type of Risk Score can easily be added—whether crime risk data or your own custom calculations based on historical case resolution patterns in each geographic area.
7. Limited Use of AI and Automation
The Challenge
The very powerful Salesforce AI tools, such as Agentforce, depend on clean, structured data to generate accurate recommendations and automate workflows. When your cases lack geographic context—like state, county, or metro—AI cannot reliably prioritize, route, or predict outcomes. This missing layer of data limits the potential for automation, forces teams to rely on manual effort, and undermines trust in AI-driven decisions.
How RealZips Solves It
- Enriches every case with AI-ready and verified data points.
- Enables AI to triage cases by geography, compliance, or risk score.
- Improves predictions for resolution times and resource needs.
Result
RealZips maximizes the value of your Salesforce Service Cloud and Agentforce AI investments by feeding every case with trusted, verified geographic datapoints. This enriched context ensures AI models can classify, route, and prioritize cases with accuracy — delivering reliable agentic outcomes and turning automation into tangible productivity gains.
Tap the Artificial Intelligence opportunity
RealZips empowers your team to focus on the most critical cases first, protecting customers and strengthening loyalty. By ensuring Agentforce AI has the trusted and verified geographic intelligence it needs, your organization unlocks the next wave of automation in Salesforce Service Cloud.
With RealZips, cases are not only routed and prioritized instantly, but also resolved faster through predictive insights and intelligent recommendations. The result is a future-proof service operation that grows smarter with every case handled.
Deliver Proactive Case Management
RealZips adds powerful location context to cases. By enriching, organizing, and automating every case, organizations can:
• Reduce response times with smarter case assignment.
• Improve compliance with jurisdictional rules.
• Scale case management without overburdening the service team.
• Deliver localized, AI-driven customer service at every interaction.
The Result
Faster case resolution, lower costs, and happier customers—while setting the foundation for AI-powered automation that keeps improving over time. With RealZips, your service operation becomes truly proactive—ready for the next generation of AI-driven support.
AppExchange and Salesforce Blogs
Explore these Salesforce and AppExchange blogs to see how organizations are scaling service, preparing data for AI, and delivering hyper-personalized experiences—all relevant to Case Management and Service Cloud:
- How the Arthritis Foundation is Scaling to Help 60 Million with Salesforce
- Ready to Uplevel Your Service? Meet the new Wave of AI Agents
- From Data to Delight: Why Hyper-Personalization Is the Future of Business
Experience the RealZips Demo
See how your cases could be routed, prioritized, and resolved instantly—book a quick demo with the RealZips team.
RealZips Closest relates Salesforce records by distance
Automatically relate Salesforce records by distance
RealZips Version 12 is now available on the Salesforce AppExchange! The latest version of the RealZips GeoData Platform comes with a new feature named RealZips Closest. This new feature makes it possible for you to automatically relate Salesforce records by distance!
RealZips Knowledge base: How to configure RealZips Closest
What does this mean for your team?
RealZips Closest allows you to calculate distance between key locations and Salesforce records.
By adding distance data to Salesforce, it’s possible to run operations more efficiently. It’s now possible to run highly targeted marketing campaigns, laser-focused sales activities and smooth field service operations!
RealZips Closest can assign leads automatically to the closest resource such as a sales representative, store or channel partner. This article outlines how to use RealZips Closest to improve logistics and create awesome Salesforce automations.
10 min explainer
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Solve major challenges, relating Salesforce records by distance
Common challenges that RealZips Closest can fix
These challenges impact any team’s productivity on a daily basis. RealZips Closest makes possible to eliminate these problems.
1. Logistical challenges
To drive revenue growth, it’s crucial to enable your sales team to operate efficiently. It’s a matter of setting your Salesforce organization in way that helps your team get to the right customer data immediately. By using RealZips Closest for automatic distance relationships across your customer data, you’re empowering your team to make instant decisions. For example, your team will be able to pinpoint all customers within a 5 mile zone from any service location!
RealZips makes it possible to minimize your logistical challenges, as soon as records in Salesforce are automatically related to the closest locations. For example, Leads and opportunities will automatically be related to the closest sales rep, store, service center or a corporate location.
2. Lead routing
We’re sure you’ve noticed how inefficient lead management or lead routing are substantial business challenges, making it harder to sign up new customers. RealZips Closest will allow you to automate and speed up lead management for your team. Thanks to this new feature, it’s extremely easy to automatically assign leads to for example the closest store.
Most companies do not have a strategy for leads and customers located far away from their locations. Before implementing RealZips – they simply assigned customers to a field-based territory – no matter how far away a sales rep, store or service locations might have been! This approach is unfortunately very costly and inefficient. With RealZips Closest, you will be able to solve the problem by automatically assigning customer records to “Out of Market” territories, allowing these customers to be served by efficient virtual teams!
3. Account ownership automation
The next challenge is account ownership. Reliable methods for account ownership automation is absolutely crucial for your team’s success. With theRealZips Closest feature, you can immediately assign prospects and customers to e.g. the closest sales development rep or account executive.
RealZips Closest works with existing zip code-based territories, giving you the best of both worlds. You can set up account ownership assignment to allow the best-fit account executive to engage with the right customer, based on industry, skills, customer stage, distance, and more:
4. Instant distance analytics
RealZips Closest makes it possible to immediately analyze records in Salesforce by distance to critical locations. Closest locations can be sales team members, service team members, store locations, partner offices or airports.
Customer records can be given an automatic “Serviceability Index”. For example, a “best-fit” customer location may need to have a salesperson within 50 miles and a service location within 25 miles.
Your entire customer database can be analyzed by these distance metrics, making it possible to discover geographic areas that your team will be able to serve best. On the flip side, areas that can not be serviced in a cost-efficient and timely manner will automatically be red-flagged.
Powerful use cases for RealZips Closest
Here is a list of popular use cases for RealZips Closest,
that you will be able to configure for your team:
- Automated distance zones around service & sales representatives
and stores. - Assign incoming leads to the nearest store, partner channel,
or sales rep. - Send cases automatically to the nearest service technician or
partner service provider. - Immediately review each lead within at a distance of 15 miles from
an airport your team will travel to. - Divide the entire customer database by distance to the closest
sales rep and meeting venue. - Run marketing campaigns based on distance zones from events
and partner locations.
RealZips Closest:
What makes it possible to automatically relate salesforce records by distance?
After looking at these use cases as well as the challenges solved by RealZips Closest, you must be curious to see how this will work for your team.
RealZips Closest can be used to manage many distance relationships at the same time, making it possible to solve overlapping use cases. You can set up a number of different locations such as competitive outlets, field sales reps, own stores and more.
Here’s an example that will outline how you will be able to help you team succeed:
Relate distance data for 172 Apple stores automatically
Your Salesforce Administrator quickly relates all Zip codes with the closest Apple store. Instantly, your entire customer database in Salesforce will be related to the nearest Apple Store!
Display “Closest” locations on each Salesforce record
You can show closest locations in many different ways on for example Leads and Accounts. In the example below, the Closest Apple Store to the Account record is displayed. Keep in mind, this relationship between the Account and the Closest Location opens up endless possibilities for automation in your Salesforce Org. For example, you can immediately assign the Account to the closest Sales Engineer!
By adding this type of distance data to your existing Salesforce customer data, you will open up fantastic possibilities for your team. RealZips Closest will enhance your own Salesforce data in completely new ways, allowing for connecting faster with customers and removing logistical challenges.
Standard Salesforce reports, showcasing accounts by distance
Reports and analytics in Salesforce is nothing short of fantastic. Now, you can take reporting to the next level by adding RealZips Distance Zones!
You can create unprecedented reports, allowing your team to to analyze the accounts by distance zones to the closest locations.
In the screenshot below, 60,000+ accounts are automatically associated with the closest Apple Store. Notice how the distance zones are highlighted in different colors:
Actionable Salesforce reports
Empowered with these distance zones, your team can approach their customers based on distance. Customers within a 10 mile distance can instantly be invited to the closest store. For customers 30 miles or further away from a store, the goal could be to give them a meaningful online shopping experience.
Here’s another example. Your team is co-hosting a pop-up event at the Union Square Apple store. The report below filters out existing customers within 5 miles of the location. Next, run a report on these contacts, add to a Campaign and invite your customers to the upcoming event:
Drive success for marketing, sales and service
Go ahead. Start relating your Salesforce records by distance!
By now, we believe you have many ideas on how RealZips Closest feature will empower your team to market, sell and service in completely new ways. Your team will be able to minimize downtime and focus on areas where they can best serve the most number of customers.
When your are ready to automate business workflows and drive success with RealZips, simply go ahead and Book a Demo with us.
Ramp up Sales with Drive Time in Salesforce
Help Your Field Sales Team Spend Their Time More Productively
How should selling time be divided between existing customers and new leads? If too little time is spent with existing customers, long-term contracts will be lost. If not enough time is invested in building relations with new leads, not enough new business will be generated.
Catch-22 Paradox
Balancing selling time is a classic Catch-22 paradox; If you take great care of existing customers, it’s hard to find time with new leads. If you only chase new deals, you will lose existing customers.
Balance Sales Time
One method to combat this is simply putting in extra hours — doing more of both farming and hunting — however this is not sustainable. Instead, learn from successful sales professionals who are very effective in how they geographically manage their sales territories.
Avoid the Wild Goose Chase
Over the years, we’ve witnessed how certain sales people focused on a fairly small area of their existing sales territory. They build up relationships with potential customers in their own backyard. On the flip side, we have seen sales reps covering large territories, driving great distances in the process. Can you guess which type of sales professional is capable of building the most sustainable business for themselves?
Lead in Salesforce.com complete with the closest sales rep and service rep, plus approximate Drive Time in minutes:
The Marketing Campaign That Fizzled
We have all seen it before: The marketing team runs a great campaign and creates warm leads for the sales team. The sales team is excited and starts visiting the new leads. But after a few weeks, few of the once-warm leads are getting closer to a close.
Marketing Sending Sales out on Field Trips
Let’s say a marketing campaign generated 20 leads across a sales territory. The sales rep is excited and starts calling the leads and books 5 visits. The first visit turns out to be a 45 minutes drive and the second is a 2.5 hour field trip. The second lead just made our sales person spend almost a whole day of valuable selling time driving instead. From that point, the interest in pursuing more leads usually diminishes significantly.
Run Successful Marketing Campaigns Based on Drive Time
Fortunately, it’s now possible for marketing and sales to coordinate campaigns and lead follow-up in a much better way. By automatically adding the Drive Time between each sales representative and their respective leads in Salesforce, the Marketing team can drastically improve their targeted marketing campaigns.
Salesforce Report with 15,312 Leads Divided by Drive Time Zones
The report below is from Salesforce.com. All leads are automatically put into “Drive Time Zones”. The marketing team intensifies their campaigns in the areas closest to each sales person:
The Benefits of Drive Time Zones in Salesforce.Com Are Compelling:
Marketing can deliver highly targeted leads to the sales team.
Sales can reach more leads and build relations faster.
Customers are better serviced by having their sales rep close by.
Save the Sales Team Thousands of Hours in Drive Time
The people behind the Salesforce app RealZips.com spent years making Drive Time in Salesforce.com possible. Fortunately, your whole team can now take advantage of this new technology within days.