Paciolan Uses Salesforce's Multichannel Functionality to Manage Customer Inquiries More Efficiently

"While we still provide top-quality customer service on the telephone, with the Salesforce Web self-service portal we are now able to help our customers help themselves. We've given self-service access to more than 200 customers in just three months."


Challenge
  • Paciolan, which supplies automated ticketing software to sports and entertainment venues, was limited in how efficiently it was able to earn customer satisfaction due to the lack of features within its homegrown customer relationship management (CRM) system
  • The company was missing opportunities to use critical data to make informed business decisions because it lacked an easily accessible repository of customer information
  • The mission-critical nature of their business required multichannel access for major events
  • A large portion of their service requests could be more efficiently addressed by allowing clients timely access to key information
  • These requirements motivated the company to look for a way to deliver a lower-cost, self-service alternative

Solution
  • After evaluating solutions from 11 vendors, Paciolan chose salesforce.com's on-demand customer service application, based on its comprehensive multichannel functionality, integration with sales and marketing modules, and ability to scale with the company's service and support needs
  • The company easily customized the data fields in Salesforce to meet its needs and enhance its processes
  • Paciolan employees in many departments, including customer service, sales, marketing, documentation, engineering, and technical operations, can now manage and share critical customer data using salesforce.com applications

Results
  • Within three months of rolling out Salesforce, Paciolan transitioned more than 80,000 cases and gave 200 customers access to a more cost-effective service channel—the Salesforce Customer Portal
  • Using Salesforce's case management, Paciolan has more effectively allocated resources to quickly answer customer service queries
  • The Salesforce online knowledge base has been populated with answers to more than 160 of Paciolan's most frequently asked questions, providing easy-to-retrieve, standardized information to agents and customers
  • The company is using the customer data it gathers with Salesforce to identify the most cost-effective opportunities for on-site customer training
  • Precious resources are now applied where they can be most effective
 
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