Case Study
Consolidating systems and teams to enhance the customer experience
Business growth can lead to the need to refactor business processes.
Challenge
Entering the digital age through acquisitions and introducing SaaS products to their customers created multiple disparate systems and teams. The client needed to overhaul their customer support organization to bring it up to standard with modern technology and create a 360-degree view of their customers’ portfolios, including sales and support engagements.
Solution
After a complete assessment of the company, teams, and systems, recommended consolidating the customer support teams, unifying on one support platform, and implementing and integrating a CTI system (telephony).
Results
Over a 12-month period, consolidated customer support teams and created areas of expertise to allow more focus on the SaaS products and other support services the client offered to their customers. Consolidated five CRM systems into one unified system, making Salesforce.com the system of record for all their customer engagements and creating a 360 view of their portfolios. Migrated over 80k records from other CRM systems to Salesforce.com to avoid losing historical customer support data. Implemented and integrated Five9 CTI, improving customer wait times, drop calls, or misdirected calls by 80%; provided executive management reporting while providing core metrics to the executive leadership team.
IT Procedure Management services utilized
Business process optimization, Change management