ECI2 improves customer service, cuts costs and streamlines support operations using Salesforce CRM

Challenge

• ECI2 had three support teams across Europe, with each one using a different system for call logging. This made it very difficult to find how many calls were being logged and how they were being processed and handled.
• The different systems meant there was an inconsistency in standards and varying levels of support being offered to customers.
• The different hardware systems required three servers, which had to be maintained and licensed, increasing operational costs. Plus, there was no visibility for ECI2 ‘s customers, who had no idea how their calls were being handled

Solution

• Salesforce CRM Professional Edition was purchased, with 76 licences taken out for all ECI2 employees.
• The use of Salesforce CRM meant that everybody was using the same system, ensuring much greater consistency in service and support
• ECI2  was able to customise Salesforce CRM’s functionality to suit its business processes and Salesforce CRM’s flexibility meant that it could be used for both sales and marketing. 

Results

• It’s been possible to create correct problem statements for call handling staff to use at the beginning of a call. This has enabled problems to be resolved more quickly.
• There is much higher customer visibility. Customers can use the Salesforce CRM customer portal to log a support call and also view the current status of their case. Any updates or developments are automatically emailed to the customer.
• Before using the customer portal, 99 per cent of customer support calls were made by telephone; now it is less than 50 per cent, and ECI2 aims to continue to drive it downwards. This means that support staff now have more time to resolve problems.