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Qualcomm

Cloud Story: SaaS Implementation - Salesforce CRM

Business Need: Modernize Support Systems and Customer Portal

• Legacy on-premise CRM system difficult and expensive to maintain and customize
  
• Customer data unreliable
  
• Existing customer portal inflexible and difficult to scale
  
  

Appirio Solution: Global Service Cloud Rollout

• Migrated existing on-premise CRM system with little impact to internal users
  
• Developed two customer portals to provide a unique branded experience
  
• Improved IT productivity by eliminating need to tune multiple databases and maintain servers

Results: 1000 Agents, Oracle On-Premise CRM Migration

• 1,000 agents, 15,000 portal users
  
• Oracle CRM (on-premise) migration
  
• SSO implemented, TIBCO (infrastructure software) integration
  
• Lowered operational costs by retiring 8 internal servers

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