Silverpop Integrates Sales and Service Operations, Improves Project Turnaround by 200 Percent

"It was a no-brainer to switch from our prior contact center solution to Salesforce, so that we could get a single system for managing sales and support processes. The strength of Salesforce is that it's so easy to customize and administer. If I can customize and administer Salesforce, anyone can."


Challenge
  • Silverpop, a leading provider of email marketing services, lacked integration between its sales and service applications; a previous contact center solution could not integrate with Salesforce SFA, resulting in fragmented client communications
  • The company had difficultly maintaining high-quality service levels to support a rapidly growing volume of client projects
  • Silverpop needed a flexible contact center solution that could be easily customized to manage client projects from start to finish
  • In addition, business users wanted to administer the system without the support of a technical staff

Solution
  • Silverpop deployed Salesforce to more than 70 client-services and technical-support representatives
  • The company customized Salesforce to manage client projects from start to finish, tracking 70 different checkpoints
  • To streamline client communications, Silverpop built a custom Web self-service portal, using the Force.com API to integrate the Salesforce Web-to-case and knowledgebase capabilities
  • Silverpop also used the Force.com API to integrate a survey tool to measure client satisfaction

Results
  • Silverpop improved project turnaround time by 200 percent, while improving project quality
  • The company handled a 50-percent growth in business without adding new staff
  • Using Salesforce's reporting and dashboard features, Silverpop can measure key support metrics such as agent productivity, customer satisfaction level, and case escalations
  • By providing answers to common questions via a self-service knowledgebase, the company drastically reduced the support case load
  • Silverpop uses the customer satisfaction reports as a coaching tools for all client services and technical support representatives
 
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