Plantronics

Cloud Story: SaaS Implementation - Salesforce CRM

Business Need: Update Customer Support Infrastructure

Migrate from legacy customer support system: outdated, inefficient, and requires manual updating

Develop custom knowledgebase integrated with the new system to efficiently track customer issues and resolutions

Appirio Solution: Service Cloud – Call Center, Custom KB and Order Mgmt Apps

Requirements design and analysis for Service Cloud including Call Center

Developed custom Knowledgebase app to track thousands of products, hundreds of tips, and over 150 resolutions and custom Order Management app to track and manage “spare” parts

Results: 400 Users, 6-month Timeframe
Met tight 6-month deadline

Increased customer mailings, and overall satisfaction, while reducing product returns

400 total users (150 Call Center users)

Quote

“Appirio is my first choice for any on-demand project that needs to be done right. The team provides a level of expertise that inspires confidence, and they accomplished all the things that the others said 'couldn't be done'. They work miracles.”

- Erin Fiorita
Global Operations Analyst at Plantronics

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