Project: Salesforce.com Customer Portal Enablement

Customer Profile and Background

Very large organization in publishing and financial information business with global locations.

  • Existing Salesforce.com setup for Opportunities, Cases, Account Mgmt., Forecast & Quoting
  • Oracle ERP for Orders, Fulfillment & Invoicing
  • IBM mainframe for Research Data

Business Challenges & Requirements

  • Customer interaction with organization needs improvement
  • Enable customer self-service
  • Single platform for sales, forecasting, fulfillment, order status and cases
  • Data warehousing, BI, reports and dashboards
  • Digitized and streamlined customer on-boarding

Exafort Solutioning

Integration with Oracle and IBM

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
  • Knowledgebase / Solutions
  • 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
  • Secure information

Portal Integration

  • Single sign-on with company web-site
  • Integrated with another SaaS application
  • Auto provisioning between systems

 

Benefits & Results

Customer Portal

  • Enable customers to access their relevant information securely
  • Open and track cases using self-service
  • On-boarding seamless including cross system provisioning
  • Integrated with web-site navigation

ERP-CRM Integration

  • Single place of information for sales, support, finance and operational teams
  • Complete view of customer lifecycle – from Inquiry through Order through Cash
  • Support contracts driven service levels
  • Significant uptick in Subscriptions renewal rate

 

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.