Case Studies

DAIKIN INTERNATIONAL

The Business Challenge The original purpose for DAIKIN needing the services of Eruditeworks was to help with a Salesforce.com training seminar. With time this transformed into management providing insights into the challenges faced with professional services project management tracking and project accounting.

Our Approach Eruditeworks identified and implemented the AgilePMO salesforce.com based PSA solution which includes all aspects of project tracking like task tracking, project team member tracking, scheduling, time tracking and project accounting.

The Outcome The solution implementation resulted in a three-fold increase in adoption of Salesforce.com an overall increase in revenue tracking and project billing since a lot of the tasks that were previously accomplished via complex excel were automated within Salesforcecom.

THE CLEARVIEW GROUP

The Business Challenge A fast growing insurance provide, The ClearView Group based out of Atlanta, was looking to move to a next generation sales and customer service software platform. Management wanted a unified platform to get a well rounded view of all customer interactions as well as to track sales.

Our Approach Working with the Salesforce.com account management, Eruditeworks introduced the ClearView management team to Salesforce.com. Walking through the feature rich platform and educating them every step of the way. Eruditeworks then rolled out Salesforce.com using a step enabled strategy to the sales, customer services and operations teams over a span of three months.

The Outcome The ClearView management team and it’s employees adopted Salesforce.com right on the get go. The overall customer satisfaction has improved as sales and customer service are able to work handed in hand with customers service them for their insurance needs. Overall the implementation of Salesforce.com resulted in the desired outcomes as management expected and it also resulted in follow on implementations focused on automation the operational workflows at The ClearView Group.

SHENTEL TELECOMMUNICATIONS

The Business Challenge A fast growing publicaly traded telecom and cable company based in Virginia, Shentel, was looking to move to a next generation customer service and support software platform that provided it’s call center and customer service agents with capabilities like case management, chat, email response as well as the ability to integrate to various billing and network operational systems internally.

Our Approach Working with the Salesforce.com account management, Field Team 360 showcased the Shentel management customer service and call center prototypes. Field Team 360 rolled out multiple seats of Salesforce.com to various call center locations within a quarter. Features like chat, email automation, enhanced reporting, case management and integration to the back office customer and billing database were integrated seamlessly into the Shentel procedures and would become and integral part of their operations infrastructure.

The Outcome The transformation of Shentel’s call center into a next generation contact center ushered their customer service to a new level of engagement and satisfaction. Call and email handling capabilities have dramatically increased and the number of cases being handled have gone increased by 20%. Customers of Shentel are increasingly engaging through user portals and Shentel now has the bandwidth to communicate.

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