Global call center modernization with Service Cloud, Customer Portal and Knowledge for over 1,000 agents

Challenge: Global Call Center Modernization

  • Replace Clarify to better manage call volumes for global support team
  • Expand current Sales Cloud usage to a full CRM with Service Cloud

Solution: Service Cloud - Call Center, Customer Portal, Knowledge

  • Implemented Salesforce Service Cloud, including Call Center, Customer Portal, and Knowledge (InStranet)
  • Enabled self-service by providing portal users direct access to known solutions from knowledgebase

Results: 1,000 Agents, Clarify Migration

  • 1,000 Call Center agents
  • Migrated 200,000 cases and 1,200,000 case comments from legacy Clarify system