Silverpop Integrates Sales and Service Operations, Improves Project Turnaround by 200 Percent

Challenge

• Silverpop, a leading provider of email marketing services, lacked integration between its sales and service applications; a previous contact center solution could not integrate with Salesforce SFA, resulting in fragmented client communications
• The company had difficultly maintaining high-quality service levels to support a rapidly growing volume of client projects
• Silverpop needed a flexible contact center solution that could be easily customized to manage client projects from start to finish
• In addition, business users wanted to administer the system without the support of a technical staff

Solution

• Silverpop deployed Salesforce SFA and Salesforce Service & Support to more than 70 client-services and technical-support representatives
• The company customized Salesforce Service & Support to manage client projects from start to finish, tracking 70 different checkpoints
• To streamline client communications, Silverpop built a custom Web self-service portal, using the Force.com API to integrate the Salesforce Web-to-Case and knowledgebase capabilities
• Silverpop also used the Force.com API to integrate a survey tool to measure client satisfaction

Results

• Silverpop improved project turnaround time by 200 percent, while improving project quality
• The company handled a 50-percent growth in business without adding new staff
• Using Salesforce's reporting and dashboard features, Silverpop can measure key support metrics such as agent productivity, customer satisfaction level, and case escalations
• By providing answers to common questions via a self-service knowledgebase, the company drastically reduced the support case load
• Silverpop uses the customer satisfaction reports as a coaching tools for all client services and technical support representatives