• 
  • Cloud Powered Business
  • Cloud Powered Sales
  • Cloud Powered Service
  • Cloud Powered IT
• 
  • ADOPTION SOLUTIONS
  • Cloud Strategy
  • Cloud Migration
  • Cloud Development
  • Cloud Management
  • INNOVATION AREAS
  • Cloud Integration
  • Mobile Cloud
  • Social Enterprise
• 
  • Cloud Asset Library
  • Cloud Management Center
  • CloudWorks
  • Cloud Sync
• 
  • Featured Stories
  • In the News
  • Cloud Pioneers
  • Support Login
• 
  • Overview
  • Strategic Partners
  • Solution Partners
• 
  • CIO Blog
  • Product Blog
  • Tech Blog
  • CloudSpokes
• 
  • Philosophy
  • Leadership
  • Careers
  • Press Releases
  • In the News
  • Events
  • Awards
  • Philanthropy
  • Resource Center
  • Contact Us
  • Customer Support

ACI

Cloud Story: SaaS Implementation - Salesforce CRM

Business Need: Global Call Center Modernization 

• Replace Clarify to better manage call volumes for global support team
• Expand current Sales Cloud usage to a full CRM with Service Cloud
  
  

Appirio Solution: Service Cloud - Call Center, Customer Portal, Knowledge

• Implemented Salesforce Service Cloud, including Call Center, Customer Portal, and Knowledge (InStranet)
• Enabled self-service by providing portal users direct access to known solutions from knowledgebase

Results: 1,000 agents, Clarify Migration

• 1,000 Call Center agents
• Migrated 200,000 cases and 1,200,000 case comments from legacy Clarify system

Video