Nikon

Nikon Instruments manufactures complete optical and digital microscope systems with outstanding versatility, performance and productivity for any application.

Business Need: Streamline Back-end Support Communications
Automate workflow for adding and notifying team members about Cases

Unify back-office team for case resolution

Appirio Solution: Customized Collaboration Notification Platform on Chatter

Customization to notify a user via email as soon as they have been added to a Case Team for any given customer support case

Add users to group of Chatter followers through custom Apex job running every 10 minutes

Key Highlights: Presented as One, Unified Team to Customer End-Users

Allows cross-functional groups and geographies to collaborate in real-time to resolve customer cases more quickly and efficiently

Allows users to play an active role in resolving cases right after they have been created

Real-time social collaboration across multiple nations, including United States, Canada and Latin America

Quote

“Our relationship with Appirio has solidified as we have engaged with them on more and more projects and as time has gone on we have relied more and more heavily on them to collaborate with us. We’re very confident in Appirio’s ability to engage and to execute on these important projects for Nikon’s future.”

- John Bivona
CRM Manager

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