The Social Enterprise Brings Powerful Benefits to Misys

Case Study

By providing a flexible, cloud-based approach to sales and service, salesforce.com is bringing benefits to the Misys organization.

Misys, a major application software and services provider for the financial service industry aspires to be “the world’s best application software and services company” and the contribution of salesforce.com is helping to increase client satisfaction and reduce overall service delivery costs across multiple business units.

Misys is a market leader in banking, treasury and capital markets with more than 1,200 clients, including all of the world’s top 50 banks. Seven years ago, Misys deployed The Service Cloud to underpin end-to-end service management processes for financial services clients in more than 30 countries. Now the system supports 1,500 Misys users alongside 10,000 customer portal users, who between them raise up to 10,000 cases every month. Cases are typically complex, mission-critical and demand multiple resources to close them. In some scenarios the Misys support infrastructure must respond in only a few hours in order to resolve the problem.

Salesforce halves average customer case resolution time in banking

Kimberly Jansen, Director of CRM in Global Application Services and the person responsible for the salesforce.com deployment within Misys, explains the benefits of using The Service Cloud. “By introducing a single version of the truth and aligning common support processes, the on-demand customers relationship management (CRM) solution rapidly halved the average client case resolution time in banking and reduced the amount of time cases were waiting for a client response five-fold.” she states. “For Misys, the benefits went further; the company reduced the cost of service delivery and enabled multiple, detailed, real-time dashboard insight into performance against SLAs.”

All partners are important to Misys and the company recently rolled out the Partner Portal that enables a seamless extension of the customer support team whilst maintaining visibility and control.

Earlier this year, Misys rolled out Chatter and in a global support model Misys has experiences that it has brought people closer together from day one.

Misys Revolutionises Enterprise Collaboration with Salesforce Chatter

Salesforce Chatter is the industry’s first real-time enterprise social collaboration app, unleashing a new way to work for people around the world. Inspired by popular social networking sites like Facebook and Twitter, Salesforce Chatter uses many recognised social features such as profiles, status updates and real-time feeds. In addition, groups have been created to drive common support processes from the centre, share latest successes or concentrate on focus areas.

Misys activated Salesforce Chatter in August 2010 for 1,500 employees enabling them to take part in real-time conversations through an enterprise social app that is secure and private. With its intuitive and easy-to-use interface, Misys had no requirement for end-user training before making Chatter available to its employees.

“We’ve been an early adopter of salesforce.com applications for the last seven years, starting with the Sales Cloud in 2003 and the Service Cloud in 2004. The constant innovation and evolution of salesforce.com has fuelled smarted and faster business decisions,” said Kimberly Jansen, Director CRM – Global Application Services at Misys.

“Chatter is already proving to be a vital asset to the business. Within hours of it being turned on, our employees were proactively populating their profile information and following the important data that matters most to them. We’ve received very positive feedback from across the organization.”

Salesforce Chatter gives Misys employees the opportunity to collaborate in real-time around documents, people, processes and data, driving a new level of productivity and breaking down organisational barriers to help connect experts and information across the business.

Misys’ customer service team embraced Chatter from day one. The team regularly sets up groups to collaborate with colleagues from across departments and geographies on customer support issues. By using Salesforce Chatter instead of email, discussions have become more encompassing and dynamic, while avoiding the dilemma of potentially inundating colleagues with emails or only replying to a single person and missing out on input from others. With Chatter, those interested in a particular topic can opt-in to follow the discussion and participate accordingly.

“Implementing Salesforce Chatter has revolutionised our approach to enterprise collaboration. It has personalised collaboration across the organisation and reduced our email traffic resulting in enhanced productivity. As a company that has employees in 120 countries, it’s already a big win for us,” concluded Jansen.

Results

• Halved average customer case resolution time in banking
• Reduced amount of time cases were awaiting a client response five-fold
• Customers with customer portal access now raise about 70% of all cases via the portal
• Cut the time needed to gather case metrics and other reports from days to minutes
• Cut cost of service delivery
• Enabled scalable enterprise support capacity and consistent level of service
• Enabled multiple, detailed, real-time dashboard insight into performance against SLAs
• Accelerated strategic decision-making
• Introduced real-time collaboration for 1,500 employees with Chatter
• Employees provided positive feedback and user adoption was high within hours.
• No user training required as platform performs similarly to social networking websites
• Employees can now follow and receive updates on content that is important to them at the click of a button
• Customer service team are using Chatter to collaborate from different locations and departments on support issues

Misys