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Innovapost

Cloud Story: SaaS Implementation - Salesforce CRM

Business Need: Support Cost Reduction & Improved Customer Sat

• Reduce overall call center operating costs
• Provide customer self-service
• Reduce length of agent-handled calls
  
  

Appirio Solution: Service Cloud – Call Center, Web2Case, Customer Portal

• Implemented Service Cloud for Purolator’s call center including Web2Case and Customer Portal
• Three major releases: (1) Design and Testing, (2) Training and Planning, (3) Deployment

Results: 500+ Call Center Agents, SAP Migration

• 500+ Call Center Agents
• CTI Integration, SAP migration
• Website / web services redesign

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In the News

Innovapost, a Canada-based IT services company with 800 employees, builds SaaS-based applications for its customers. For example, more than two years ago Innovapost developed a customer call-center system based on Salesforce.com’s cloud computing platform for a large customer, which it uses to serve its consumer customers. And with that work, Innovapost dispelled one of the leading assumptions about SaaS applications: that they’re generic, one-size-fits-all products that can’t be customized.
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