Vicon Boosts Visibility and Customer Satisfaction with Integrated Sales and Service

“The Force.com platform empowers small organizations that lack IT resources to nimbly implement world class business applications.  The Force.com platform has brought many of our business processes out of the dark ages and into the enlightened reality of on-demand.  It’s a true renaissance in business software!”


Challenge
  • Vicon sought greater consistency, visibility, functionality, and productivity across its sales and support organizations
  • The motion capture and analysis company also wanted to improve its customer knowledge and visibility into overall business operations
  • Vicon wanted to improve the professionalism of implementation and training teams and to consistently deliver quality pre- and post-sales support
  • Cost control and improved efficiency were also goals, especially in areas such as return materials authorization (RMA)
  • Finally, the company desired a single CRM system, rather than two

Solution
  • Already a customer of Salesforce SFA, Vicon selected Salesforce for comprehensive, multichannel, on-demand customer service
  • The company created business-specific dashboards and implemented customer business processes
  • An optimized workspace for customer service agents improved agent efficiency

Results
  • Vicon experienced improved insight into customer interactions, both pre- and post-sales
  • The company was able to define easy-to-follow processes that streamlined business operations while keeping within cost parameters
  • Staff knowledge improved, leading to higher efficiency and better interactions
  • With one CRM system in place, Vicon vastly improved cross-company consistency
 
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