Project: Salesforce.com Customer Service & Support Portal

Customer Profile and Background

Carrier grade high density datacenter Ethernet switching and routing business with world-wide customer base.

  • Salesforce.com setup for Opportunities, Cases, Account Mgmt. and Forecast
  • Oracle ERP for Orders, Fulfillment & Financial Accounting
  • Custom application for Product Configuration and Quoting
  • B2B gateway to Contract Manufacturers and Logistics partners

Business Challenges & Requirements

  • Service request management
  • Centralized Email, Phone and Web based case Management
  • Sales order and RMA Tracking
  • Customer specific portal content
  • Entitlements based SW upgrades / patches downloads
  • Software license key management
  • Integrated learning management system
  • Customer user administration
  • Integrated and secure access to all capabilities

Exafort Solutioning

Integration with Oracle and Biz-talk

Customer Portal Customization

  • Tailored look and feel to match brand
  • Customized color, style, logo, images Self-service portal (as phase 1)
  • Full customer portal (as phase 2)
  • On-boarding process

Portal Content

  • Cases – open & track
  • Customer user registration process
  • Error Message decoder
  • Knowledgebase / Solution serach
  • Custom on-boarding process
  • Reports & Dashboards
  • Customer notifications & messages

Access Control

  • General access area – all customers
  • Specific support contract owners area
  • Customer portal – based on customer accounts and contacts
  • Secure information

Portal Integration

  • Integrated site access
  • Integrated with Learning Management System (SaaS)
  • Auto provisioning between systems

Benefits & Results

Customer Service & Support Portal

  • Customized services to customers
  • Significantly increased Customer Satisfaction
  • Self-help capabilities reduced service calls and emails
  • Enhanced collaboration by TAC personnel and Engineers

ERP-CRM Integration

  • Full automation reduced Sales Operations work loads
  • Complete view of customer lifecycle – from Inquiry, Quote, Order, Cash and Support
  • Entitlements driven service levels
  • Significant reduction in shipment errors

 

For more information regarding this project contact us at 888-861-2341 or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. or Click here for our contact form.