Telecommunication Service Providers in the USA – A Comparative Study

About the Organisation

The client, a large telecommunication services provider based in the USA, was in search of a Salesforce ISV Partner to assist with the migration of their Customer Relationship Management from RightNow to Salesforce – Service Cloud. The Client required the Partner to complete the transition in a very tight time frame and had already agreed internally to a migration cutover date prior to the engagement of the partner. The client was also going through a major Customer Support Team re-structure and sought expert salesforce support services to ensure a smooth and efficient migration process.

Industry

Products Used

The Girikon Team Solution: Driving Innovation & Excellence

Girikon was selected as the Salesforce ISV Partner and was completely the right fit for the client’s vision of a long-term and value-added partner, making them the best Salesforce implementation partner

The Girikon discovery phase revealed a migration date was already agreed internally and highlighted the organizational restructure. While this presented a challenge, Girikon took comfort from its very successful, disciplined delivery approach to overcome these challenges and provide the catalyst for collaboration during a time of change.

The rigorous discovery phase also revealed that Girikon could extend the Salesforce Service Cloud with custom enhancements to fully meet the client’s requirements.

Additionally, Girikon solved the problem of migrating data from RightNow to Salesforce by designing and developing a Force.com tool to integrate with and migrate all existing data seamlessly.

Key Highlights and Features

• Girikon and the Client achieved the objective and successfully replaced RightNow with Salesforce.
• Salesforce Service Cloud, along with expertise in Salesforce Marketing Cloud Consulting, is used by all front-line teams including Sales, Support, Implementation, Call Transfer, etc., providing a 360-degree view of their customers. Each of their agents also has complete information about current products, past interactions, and case management.
• Girikon ensured greater adoption to Salesforce with over 800 front-line employees using Salesforce to support and sell to customers.
• Girikon successful redesigned the support agent process resulting in enhanced CSAT (+1%) and lowered support call rates by 17%
• Girikon and the client were able to include a salesforce knowledge base which in turn empowered service agents with the right answers at the right time