InterCall Calls on Salesforce.com for Enterprise Cloud Computing

Challenge

• InterCall, the largest service provider in the world specializing in conference communications, wanted a global case management tool for customer service teams across the globe.
• The company needed an easy and efficient way for customer service teams to generate customer-facing reports on trouble tickets logged for users.
• InterCall wanted to consolidate its seven ticketing systems onto one platform companywide for a global customer view.
• With Salesforce CRM Sales already implemented, the company wanted to continue to leverage the time and cost advantages of cloud computing.
• Other goals included streamlining business processes across the organization and process control.

Solution

• InterCall chose to extend the salesforce.com cloud-computing solution to its global customer service teams. The company can easily deploy unlimited standard and custom applications for all employees.
• Working with Salesforce.com Consulting, the company rolled out a pilot in April and is in the process of deploying Salesforce CRM Service to customer service agents globally.
• With salesforce.com consulting partner, Model Metrics, InterCall built an agent console using Force.com pages and Adobe Flex. With the console, inside sales representatives only refer to one screen while responding to customer inquiries—increasing efficiencies and productivity.
• The company used the Force.com API to integrate with backend systems, including CA Service Desk for seamless ticketing via Salesforce CRM Service. Integration with the ACE (A Commitment to Excellence) customer case and order entry system empowers sales people with real-time customer and account information accessible right from Salesforce CRM.
• Using Force.com code and custom objects, the company customized Salesforce CRM Sales. Bi-directional integrations with backend systems feed information into Salesforce CRM.
• The company is running an internal pilot of a Salesforce CRM ideas community. Eventually, it may be used to capture feedback and opinion from the 4 million business leaders using InterCall conferencing services.
• InterCall is also deploying a Salesforce CRM content library to give sales access to the latest marketing documents.

Results

• With Force.com, InterCall can build and deploy unlimited applications for every employee without worrying about additional infrastructure costs.
• Inside sales representatives who spent an average of 4.2 hours a day on the phone are now able to devote as many as 6 hours a day to this core function.
• A shared platform gives the company global visibility into customer issues across all departments. A central data repository helps consolidate business processes across the organization.
• A common API layer used companywide makes it easy to make changes and add applications as needed. By bypassing changes to client server architecture, InterCall can save money and make changes faster.
• Sales people now have access to real-time information on their customers and prospects and can target offers.