Salesforce Service & Support Helps m-Qube Respond to More Than 10,000 Inquiries per Week

"Our business rocketed recently. Salesforce Service & Support helped us scale our support center immediately to handle more than 10,000 inquiries a week."


Challenge
  • m-Qube, a leading mobile channel enabler, grew dramatically in 2005 as year-over-year revenues skyrocketed over 1,700% during the first six months
  • The dramatic business growth created unprecedented demands on its customer support operations, and the company quickly outgrew its email-based issue tracking system
  • The company's complex customer support needs touched hundreds of clients and dozens of wireless carrier partners, reaching over 200 million end-consumers
  • m-Qube required a cost-effective solution that could easily scale as the company continued to grow

Solution
  • Already using Salesforce SFA and a strong proponent of the on-demand model,
    m-Qube selected Salesforce Service & Support for a complete and seamless CRM solution
  • m-Qube customized Salesforce to its unique business processes and deployed the solution in six weeks
  • Customizations built via the Force.com platform include several custom tabs for tracking nontechnical client business issues, custom client portal development tasks, change management, and quality assurance
  • m-Qube is leveraging salesforce.com Gold Support customer support to develop an additional help desk application
  • Extensive use of a Web-based self-service portal offloads calls into the support center and enables collaborative consumer issue resolution with the wireless carriers
  • Automatically converting emails to cases by using Salesforce's Microsoft Outlook integration eased the transition to Salesforce

Results
  • With Salesforce Service & Support, m-Qube can now effectively manage more than 10,000 inquiries a week, tracking case aging and closure rates
  • Clients readily take advantage of m-Qube's self-service portal, which enables the company to meet its service level agreements
  • Tying sales to support creates a closed-loop business process, provides a seamless experience as prospects transition to clients, and expedites customer service
 
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