Support Services

 

"We have achieved a win/win relationship with Premier+ Success. We have improved our support experience for end users and we have increased our internal IT productivity, allowing us to focus on strategic projects instead of day-to-day business operations."

– Laurent Martinache, Senior IT Manager, KONE Corporation

 

Customer Profile: KONE Corporation

KONE, one of the global leaders in the elevator and escalator industry, was founded in 1910. The company provides innovative and eco-efficient solutions for elevators, escalators and automatic building doors. In 2012, KONE had annual net sales of EUR 6.3 billion and approximately 40,000 employees.

KONE turned to Salesforce Premier+ Success to eliminate internal administrative tasks, an important factor for a small team of four supporting 5,000 users. The most important feature of Premier+ was responsiveness and 24/7/365 support, because KONE operates globally.

Challenge

  • Reduce administrative overhead
  • Improve support experience for key Salesforce users

Solution

  • Salesforce Premier+ Success improves support for end users and increases productivity of IT staff

Results

  • Maximized business value with Salesforce best practices
  • Extended KONE’s customer support operations to 24/7 and into 53 countries
  • Improved support experience for end users
  • High end-user adoption and customer satisfaction from KONE’s key user community
  • Increased availability of internal IT staff to focus on strategic projects

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Website: www.kone.com
Countries: 53 countries worldwide
Industry: Manufacturing
Solution: Salesforce Premier+ Success
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