Enterasys saves $1 million per year with Salesforce Chatter and the Service Cloud

Challenge

• Enterasys Networks, a premier global provider of wired and wireless network infrastructure and security solutions, needed a new CRM system that would deliver complete visibility to its worldwide customer support team
• A key goal was to provide the best customer service in the networking industry while reducing costs
• Employees had to manually key information into an existing Siebel/Scopus on-premises solution
• Without automated service level agreement (SLA) conformance measures, balanced scorecards, comprehensive reporting capabilities, and workflow optimization, the process of managing a highly transactional services business was difficult and inefficient
• An attempt to integrate the Siebel/Scopus solution with SAP proved to be difficult and complex
• Separately, Enterasys wanted to use contact data to drive revenue and pipeline, but had only a finite amount of money to spend on data enrichment tools for sales and marketing

Solution

• Selected the Sales Cloud, the Service Cloud, and Salesforce Chatter to implement workforce optimization and link stakeholders across departments worldwide to achieve transparency and greater consistency in multi-channel response to customers plus real-time, enterprise-wide visibility into technical support operations
• Licensed Data.com to the entire sales team

Sales Cloud

• Deployed Salesforce in 1 month to 150 services, solutions, and support engineering professionals
• Added Big Machines, an AppExchange partner, to provide quoting and configuration capabilities
• Customized Salesforce to automate multiple business process and migrated data on more than 5,000 customers
• Integrated Salesforce with SAP and Microsoft SharePoint
• Developed and deployed performance-based metrics to drive accountability and process enhancements
• Linked all sales forecasts to the services and support backlog, providing enterprise-wide customer visibility and focus
• Facilitated customer requests for product features and enhancements by routing them through the sales app to product management

Service Cloud

• Improved online case management
• Created a mobile app that makes it easy for customers to submit cases, review case updates, request management intervention, and speak to a decision-maker
• Introduced 12-month activity reports—based on the data collected in Salesforce—that customers can easily access on the Web or through the mobile app
• Built a training app on Salesforce to manage customer training and certification
• Used a transactional customer and partner technique powered by salesforce.com’s support tools to solicit performance-related feedback in real time
• Feedback is quickly addressed via automated workflow to subject matter experts and other leaders
• Set watermark triggers on the frequency of call center contacts resulting in software or hardware corrections as one of several ways of proactively identifying negative trends in the customer experience
• Developed a method for predicting “customer temperature”—based on data collected in Salesforce, such as the frequency of call center contact—to help the service team proactively identify and resolve customer issues
• Provided partners with access to cases in Salesforce so they can follow the status of their support cases and their customers’ support cases

Chatter

• Enlisted Salesforce Chatter to drive collaboration between sales and support and provide a faster response to customers
• Encouraged employees to form nearly 40 Chatter groups organized around topics such as sales, support, and corporate culture
• Connected “isaac,” a social media interface that is part of Enterasys’ Network Management Suite, to Facebook, Twitter, and Chatter so that products such as wireless access points provide automatic status updates to both public and private social networks

Data.com

• Standardized on Data.com, gaining instant access to the largest contact database in the cloud
• Received nightly updates to leads, contacts, and accounts
• Through data, Enterasys gets access to 90,000 new and existing contacts relevant to its business
• Clean, complete, and accurate contacts are used for prospecting
• Net-new contacts provided by Data.com are used for marketing lists
• Paired with Marketo to implement closed-loop marketing; for example, when a new contact comes to the website, Marketo obtains additional information on that contact from Data.com

Results

• Recorded savings of $1 million per year in increased efficiency and stronger customer relationships
• Achieved greater visibility into pre- and post-sales processes
• Achieved process enhancements in sales and sales operations, including quoting, configuration, and analytics
• Achieved process enhancements in marketing, including lead and campaign management and Web analytics
• Bolstered customer retention strategies managed by both sales and service
• By enabling the support staff to share and collaborate with field personnel and generate sales leads, Enterasys converted sales and support from operating as two distinct business units into a highly integrated ecosystem without any boundaries
• With the Service Cloud and Chatter, Enterasys handles 1,000 support cases per week, reducing transaction time per case by approximately 20%
• Reduced case resolution time by 71%
• Achieved high levels of collaboration between the sales and service organizations, bolstering collective abilities to win new business
• Improved overall contact closure rates by 24% and first-call closure rates by 19%
• Increased the capacity of support staff by more than 13%, which improved call abandon rates by 20%
• Decreased talk time by 15%
• More than doubled the percentage of contacts sourced from electronic channels
• Improved collaboration with more than 150 partners around the globe
• Boosted overall customer satisfaction to 97% and the customer-referral rate to 98%
• Access to complete and accurate records has saved reps significant time, with additional research rarely required