NeuraFlash Transforms Customer Experience for Second Nature with Salesforce Service Cloud Voice
[January 28, 2025] – NeuraFlash, a leading AI and Consulting Partner for Salesforce and Amazon Web Services, has guided their customer, Second Nature, a pioneer in the property management industry, to revolutionize the way their residents and clients connect with customer support through Salesforce Service Cloud Voice powered by Amazon Connect.
Second Nature initially adopted Salesforce Service Cloud Voice without an implementation partner, but quickly recognized the need to bring in a partner to complete the project and help them make the most out of their investment. Second Nature selected NeuraFlash for their proven track record as a leader in the voice space.
Uniquely positioned as a top partner to both Amazon Web Services and Salesforce, NeuraFlash is redefining telephony and customer engagement by delivering innovative voice solutions for their customers. Having led 150+ voice customers to increase efficiency, accelerate case resolution, and improve customer and agent experiences - NeuraFlash brings unmatched expertise and innovation to every project.
“NeuraFlash has been an exceptional partner for Second Nature,” said Micah Kasdan, VP of Client Experience at Second Nature. “Their expertise in Salesforce and Amazon Connect helped us simplify our processes and empower our agents to provide quicker, more personalized service. This partnership has greatly improved the experience for our residents and clients, perfectly reflecting our dedication to innovation and outstanding service.”
NeuraFlash is continuing their legacy in the voice space by designing a new call center solution for Second Nature which will:
- Minimize wait times by connecting clients and residents to agents as quickly and seamlessly as possible
- Empower agents with instant access to relevant data, eliminating swivel-chairing and enabling best-in-class service
- Simplify customer interactions to create a more efficient and engaging support experience
These enhancements are integral to Second Nature’s broader digital transformation strategy, which focuses on delivering seamless and personalized support. With the addition of Service Cloud Voice and an enhanced agent desktop, Second Nature will empower residents and clients to efficiently assist resident and client inquiries, provide tailored support to unique resident benefits packages, and quickly reach an agent when necessary. By leveraging automated background recognition and intelligent routing, Service Cloud Voice streamlines interactions for agents while preserving the personal touch.
Now when a resident or client calls in, Second Nature’s newly rolled-out call center solution will create a 360-degree view for their agents by immediately providing them with critical information such as lease agreements, insurance policies, pest control products, and other documents. This ensures a seamless experience for clients and residents.
"Second Nature recognized the need for a nimble and deeply experienced partner who could help them meet their high standards for customer experience and deliver a solution that worked for their business,” said Patrick Beyries, SVP of Product & Innovation at NeuraFlash and Inventor of Service Cloud Voice. “As the #1 Service Cloud Voice Partner for Salesforce, our unique expertise allowed us to deliver a powerful solution and cut the customer's implementation time in half.”
NeuraFlash’s speed of delivery and ability to craft tailored solutions position them as the ideal partner to bring Second Nature’s long-term goals to life. As their trusted partner, NeuraFlash is committed to driving Second Nature’s innovations forward, ensuring long-term success and delivering impactful solutions tailored to their needs.
About NeuraFlash:
NeuraFlash is a leading AI consulting and ISV partner to Salesforce and AWS, dedicated to helping businesses reimagine personalized service and sales experiences that scale, empower teams, and uncover new revenue streams. With a focus on intelligent business automation, NeuraFlash drives real-time ROI across various industries.
About Second Nature:
Second Nature is a PropTech company building the leading Resident Experience Platform trusted by 1,800+ property management companies. With the property management industry evolving from service providers to experience providers, Second Nature is dedicated to facilitating this shift with innovative tools and solutions—creating a Triple Win that makes living, investing, and managing rental homes so easy, it’s Second Nature.
