Enterasys Increases Customer Satisfaction to 94 Percent While Lowering Service Costs

"We have been able to revolutionize our technical support by using cutting-edge customer service applications from salesforce.com. Salesforce has helped us gain complete visibility into our customer service world wide, while improving service to our customers. And with our upgrade to Unlimited Edition, we will be able to deploy and develop more customized applications.”


Challenge
  • As part of a sales process improvement initiative, Enterasys Networks needed a complete CRM system to consolidate data on 25,000 customer sites from different systems
  • The company required support for custom functions and workflow, not a canned "high-tech" industry solution
  • Enterasys wanted a system that could enable collaboration and lead sharing with partners
  • On the customer service front, Enterasys wanted to strengthen customer loyalty and increase agent and management productivity

Solution
  • Salesforce provided a unified a repository of global sales and customer data in multiple languages and currencies
  • The CRM system enabled users across sales, marketing, and support and integrated with Enterasys' partner portal via the Force.com Web Services API
  • Salesforce.com service partner Theikos performed the business process review and reengineering
  • Salesforce’s customer service application, was deployed in just one month to 150 agents worldwide; the solution was fully integrated with SAP, as well as Avaya telephony
  • Adoption rate exploded quickly; driven by the large number of users and the number of applications the company integrates with Salesforce, Enterasys upgraded from Enterprise Edition to Unlimited Edition to take advantage of Unlimited Edition's scalability and Successforce Premier Support and administration

Results
  • For the first time, all customer-facing Enterasys employees can share customer and sales data in real time across North America, Latin America, EMEA, and Asia Pacific
  • Increased customer satisfaction for technical support to 94 percent
  • First contact closure rates have improved by 15 percent
  • Case resolution time has decreased 50 percent
  • Enterasys has seen six-to-eight percent business cost savings as a result of automated case management processes
  • With the same number of support agents, Enterasys now handles more than 36,000 support cases annually using Salesforce Call Center
  • Customer self-service has increased by an order of magnitude
 
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