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
Plantronics
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- Migrate from legacy customer support system: outdated, inefficient, and requires manual updating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
- Radian6 for monitoring of public social networks and automatic ticket creation and resolution
- Cloud Management for cloud roadmap execution and ongoing enhancements
Key Highlights: Enabled Superior Customer Service Including Social Listening
- New way of communicating with customers and servicing repairs based on monitoring of public social networks
- Increased customer mailings, and overall satisfaction, while reducing product returns
- 400 total users (150 Call Center users)
