Watson

Replaced costly, inflexible customer support system with Salesforce Service Cloud, enabling lean team to support billions of dollars in revenue

Challenge: Replace Costly, Inflexible Customer Support System

  • Frustrated by limitations, inflexibility and maintenance costs of Siebel
  • Difficult to track status of open service tickets, escalate to others and make decisions based on raw metrics

Solution: Salesforce Service Cloud

  • Migrated data from Siebel and SAP and set-up ongoing integration to keep Service Cloud in sync with Accounts, Contacts, Orders, Tracking, etc.
  • Designed and implemented the data model, page layouts, workflow rules, escalation paths and entitlements
  • Pure Data Loader migration and integration with no middleware involved

Results: Enabled Lean Team to Support Billions in Revenue

  • Leveraged Salesforce.com Expert Services team to bring best practices insight and help implelement Service Cloud
  • High-touch, collaborative approach to designing application
  • Trained the trainer, who in turn trained the entire customer support team
Appirio