Easynet Connect uses Salesforce.com to Drive Exceptional Customer Service

Salesforce.com, the enterprise cloud computing company, has today announced that Easynet Connect, part of the BSkyB Group and a leading Internet service provider for small to medium size businesses, has significantly enhanced its use of Salesforce CRM using the Service Cloud.

By using Service Cloud 2, Easynet Connect has consolidated 70 systems and data sources down to four and easily integrated them with its own infrastructure to give one single, real-time view of the customer. In addition to improving customer satisfaction and agent productivity, the business has significantly accelerated the speed of “book-to-bill”, helping Easynet Connect cross-sell additional services and book business faster.

Through Service Cloud 2, agents can find information in the knowledge base, access billing and service information, and make changes to the customers’ network services in real-time, leading to faster customer response times. It also allows agents to take a customer case all the way from start to finish, meaning customers have just one point of contact who is fully briefed on their query.

With Sales Cloud 2 managing Easynet Connect’s sales, and Service Cloud 2 focused on improving customer service, Easynet Connect has seen immediate and significant operational improvements. Richard Britton, IT director for Easynet Connect and UK Online, explained, “At Easynet Connect we believe that the difference between delivering exceptional customer service and merely providing acceptable service is enormous. Using salesforce.com’s Service Cloud in conjunction with the Sales Cloud has stepped up our customer service from good to exceptional. This is of the upmost importance, not only because we pride ourselves in offering a world-class service, but also because of the notable impact on the bottom line.”

Andy Jacques, area vice president of Northern Europe, salesforce.com added, “Differentiating on service, especially in service-centric industries such as telecommunications, helps businesses retain customers, despite today’s challenging business climate.

“Having employed Salesforce CRM, Easynet Connect now has more productive call centre agents able to deliver first-class customer service and ultimately meet corporate goals. The impact this has on a company’s bottom line is phenomenal.”

About Easynet Connect Easynet Connect is a leading provider of quality connectivity and Internet access for small to medium size businesses.

Established in 1994 and part of BSkyB Group, Easynet Connect is one of the largest networks in the UK with 6030km of fibre and last mile access to more than 70% of UK businesses via a network of more than 1,200 unbundled exchanges.

Easynet Connect was the first provider in the UK to provide DSL services over an unbundled local loop and has pioneered managed LLU services for business. The services range from business class ADSL and SDSL through to high-quality, leased line equivalent and Ethernet based services. Easynet Connect’s SDSL coverage is currently the most extensive in the UK. Easynet Connect offers a range of uncontended symmetrical speeds up to 1Gbps, all backed by 24x7 UK-based network monitoring and customer support, 99.9% Service Level Guarantees and an enviable 95% First Time Fix rate. Our 20-day installation pledge for our EtherStream and SureStream products is the shortest of the few installation pledges currently available on the market. For more information visit

www.easynetconnect.net or call 0800 053 1777