Our extensive Service Cloud experience paid off in a tight schedule.
The client, a large telecommunication services provider, was using another cloud based system for their customer support automation and decided to migrate to Salesforce.com. They needed a partner who had extensive Salesforce.com experience as well as a presence in both the US and India to support their aggressive timeline. They desired a vendor who could not only complete this project but who could become a long-term value added partner.
Timeline was a primary challenge since the client had already set a hard cut-off date for migration to the new system and was concurrently revamping their entire customer support process.
The Simplion Solution
After a thorough review of the client's needs, Simplion determined it could best meet the client's requirements by extending the Service Cloud with custom programming to ensure that all of the client's requirements were met.
Simplion's agile implementation approach was flexible enough to allow changes in requirements during the course of the project while still allowing completion on time and on budget. Although the Service Cloud module was fairly new at the time, Simplion's team was able to successfully customize it to deliver support portals, a knowledge base and complete integration with call center applications and back office systems. Additionally, the solution:
- Lowered support calls by 15%
- Improved CSAT by 1 point
- Provided 360 degree view of customer between sales and support