Salesforce CRM helps SkyVision see customer satisfaction rise by 10%

Challenge

• SkyVision is a global broadband solutions provider and operates on a B2B basis with clients such as ISPs (internet service providers), Global Enterprises and NGOs (non-governmental organisations)
• The company held data on various systems, such as emails, Excel sheets and financial databases
• This made it difficult to access the relevant information required to provide comprehensive customer support, and it was hard to follow-up cases
• SkyVision had experienced 300% growth within three years and needed a system for managing its customers effectively

Solution

• The company purchased 90 Salesforce CRM Enterprise Edition licences, which are used by 75% of SkyVision’s staff
• Salesforce CRM was selected because of its flexibility, capability and easy implementation
• With all customer data in one place, SkyVision’s staff have saved time and can handle customer enquiries and technical queries more quickly

Results

• As a result of using Salesforce CRM, there has been an increase in customer satisfaction regarding technical support, speed of installation and in the quality of equipment and shipping procedures
• SkyVision achieved a year-on-year 10% increase in customer satisfaction with regard to the level of support they receive
• Customers have indicated that the company is now more accessible, and an online “log-a-case” module implemented by SkyVision, has resulted in a 15% increase in customer contacts
• SkyVision has launched an online e-ordering system to improve its services ordering systems and is in the process of launching a self-service portal