Genesys Conferencing Consolidates 12 Databases in 10 Countries for 360-Degree Customer View

"We implemented Salesforce for service and support in 2003 when it was still a new, young product because we believed in the product vision. With each new version, the product consistently exceeds our expectations. Any support organizations with global deployment needs should seriously consider Salesforce."


Challenge
  • Genesys Conferencing, Inc., the leading provider of integrated Web, audio, and video conferencing services, lacked integration between sales and customer service information
  • With more than 12 disparate customer databases located in 10 countries, the company had a very fragmented customer view
  • In exploring alternatives, the company needed a solution that was easy to deploy and administer globally

Solution
  • The company deployed Salesforce SFA, Salesforce Marketing, Salesforce Call Center, and the Force.com platform to more than 600 employees
  • It is developing a custom self-service portal to integrate its knowledgebase with the Web-to-Case component of Salesforce Service & Support
  • To drill down to details about top customer issues in every country, Genesys Conferencing are using the dashboard functionality
  • The company implemented 24/7, follow-the-sun customer support across three contact centers in Denver, Colorado; London, England; and Melbourne, Australia

Results
  • Salesforce's on demand delivery model eliminated the need for the expensive local servers used in previous solutions
  • For the first time, employees worldwide can access a single system for managing interactions with 18,000 customers in over 20 countries
  • With 150 support representatives using consistent and accurate account, contact, and case information, cases are resolved quickly and effectively
  • Complex cases that are unresolved within predefined time periods are escalated automatically
  • Sales representatives and managers can analyze their sales pipelines, perform win-loss analyses, and keep abreast of customer issues
 
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