"Applications we have found on the AppExchange have helped us gain visibility around certain processes and better meet our clients' needs."


— Vicon

Vicon Improves Customer Service with the AppExchange

As the world’s largest supplier of precision motion tracking systems, Vicon works with a large and varied customer base. The award-winning company serves customers and CG animation applications in film, visual effects, computer games, and broadcast television, as well as engineering and life science industries from four offices around the globe.

 

To ensure the best service and support for its customers, Vicon turned to the AppExchange to find new tools or time savers that fine tune its processes. With just a few clicks, management can install and make any application from the cloud-computing marketplace accessible to all of its Salesforce CRM users.

 

The company has added functionality to Salesforce CRM to gather customer requirements, manage projects, increase support case visibility, and more. By streamlining these operations, the company has saved time and money; Vicon employees are more responsive to customer issues and requests, and provide better service.

Applications Used

  • Project Management by Force.com Labs
  • Service & Support Dashboards by Force.com Labs

Processes Supported

Project Management

Vicon’s large customer base has high expectations from the Academy-Award winning company. In an effort to gain greater visibility into the processes related to product installation– and provide better service – the company found Project & Issue Management on the AppExchange.

 

Available for free from Force.com Labs, the application has helped Vicon track its onsite installations using key identifiers including project name, start date, and manager assignment.

 

With the help of the application, the company has increased visibility into the installation process. The app has been customized to notify management when an installation is complete, and a workflow has been set up to remind the team to follow up with customers 30 and 60 days after the installation is complete. With the help of the application, Vicon is now much more proactive with its customers.

About Project Management | More Project Management Apps

 

Dashboards

When Vicon’s support and services team needed increased support case visibility and greater measurement, the company turned to the AppExchange. With just a few clicks, the company installed Service & Support Dashboards.

 

Available for free from Force.com Labs, the dashboards provide at-a-glance views of important customer, rep, and KPI metrics. An executive dashboard is also included for quick access to critical real-time and historical operational data.

 

All Vicon service and support reps now have this dashboard as part of their home screen. Looking at a global rollup, management can identify how resources are tracking against goals. Also, they can determine early on if service requests are spiking for a particular product. The dashboards facilitate faster decision making and better customer service.

About Service & Support Dashboards | More Agent Productivity Apps

Success Stories