Perceptive

Business Need: Support Automation and Self-Service

• Streamline service and support processes, policies, and structure
• Reduce costs and complexity through system automation and integration
• Improve customer satisfaction through improved self-service experience
• Improve knowledgebase content capture, process and delivery

Appirio Solution: Service Cloud- Customer Portal, Content, Ideas

• Service Cloud: Customer Portal, Content, Ideas and Scrumforce
• Custom applications:
  • E-learning: manages courses and classes for internal and external audiences (integrated with Customer Portal)
  • Product Configurator: allows marketing to define software releases, track their components: platforms, database and licenses

Key Highlights: 250 Users, Lotus Notes Migration

• 250 Agents
• 5,534 Customer Portal users
• Lotus Notes migration (for case management applications)
• Lower overall development, support, and maintenance costs

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