The Background

The client, a large telecommunication services provider, was looking for an ISV who could help them migrate their Customer Relationship Management from another cloud-based system (RightNow) to Salesforce.

The Challenge

Although, Girikon completely fitted their vision of a long term, value-adding partner;

Very stringent delivery timelines continued to be a major challenge throughout the project as the transition to Girikon was initiated long after a non-negotiable migration date had already been finalized. Internal turmoil in terms of Customer Support Team’s re-structuring led to further complications on the project with the stakeholders not finding enough time to collaborate on the project.

The Girikon Solution

After a rigorous envisioning and discovery phase, Girikon concluded that extension of the Service Cloud with custom programming was what would specifically meet the client’s requirements. A Salesforce based tool was also developed to integrate with and migrate all existing data from RightNow to Salesforce.

The Result

The project eventually achieved its desired target of successfully replacing RightNow with Salesforce. Salesforce now provides all front-line teams of our Client (Sales, Support, Implementation, Call Transfer etc.) with a 360-degree view of their customers so each of their agents have complete information about current products, past interactions and case management. The solution further value added through:

  • Enhanced Adoption Rates – over 800 front-line employees are using Salesforce to support and sell to customers
  • Support Agent Process Re-design – resulting in enhanced CSAT (+1%) and lowered support Call rates by 17%
  • Inclusion of Salesforce Knowledge Base – empowered service agents with the right answers at the right time
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