Vicon Boosts Visibility and Customer Satisfaction with Integrated Sales and Service

"Using Salesforce Service & Support, we have a better handle on our business processes. We communicate better within the company and with our customers. And we did it all without additional staff, keeping our overall costs down."


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 Service & Support 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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