Modernized support system and customer portal with global Service Cloud roll-out supporting 1,000 agents and 15,000 portal users

Challenge: Modernize Support Systems and Customer Portal

  • Legacy on-premise CRM system difficult and expensive to maintain and customize
  • Customer data unreliable
  • Existing customer portal inflexible and difficult to scale

Solution: Global Service Cloud Rollout

  • Migrated existing on-premise CRM system with little impact to internal users
  • Developed two customer portals to provide a unique branded experience
  • Improved IT productivity by eliminating need to tune multiple databases and maintain servers

Results: 1,000 Agents, Oracles On-Premise CRM Migration

  • 1,000 agents, 15,000 portal users
  • Oracle CRM (on-premise) migration
  • SSO implemented, TIBCO (infrastructure software) integration
  • Lowered operational costs by retiring 8 internal servers