Cut millions of dollars in over spending supporting non-entitled products by improving business processes and data for service contracts and entitlements with Service Cloud

Challenge: Spending Millions Supporting Non-Entitled Products

  • Servicing non-entitled products
  • Assets not clearly/easily aligned with end users
  • Low registration rate for capturing serial numbers
  • No entitlement feedback
  • Service contract renewals required information from multiple applications, such as: SFDC, BMI and SAP

Solution: Salesforce Service Cloud Implementation

  • 75 user Service Cloud implementation, technical architecture, Visualforce page development, workflows, triggers, integrations and training all performed by Appirio
  • Implemented Asset, Service Contract and Entitlement modules
  • Developed advanced User Interface to support Search and Display function for Assets, Service Contracts, Cases and associated Entitlements
  • Data integration process flow documentation to support data alignment between applications: SFDC, BMI, SAP, Channel Insight and ODS
  • Data migration plan developed to support Asset and Service Contract history data migration from SAP to SFDC
  • Training and Soft Skills training materials developed to support End User training

Results: Improved Business Processes and Data for Service Contracts and Entitlements

  • Reduced revenue leakage
  • Optimal customer support
  • Maintained award-winning customer satisfaction
  • Improved stock survey accuracy
  • Better aligned sale and service renewal opportunities