Misys Banking Systems dramatically reduces resolution time for high priority cases using Salesforce Service & Support

"The unified view has enabled the company to reduce our customer response time, enhance the end-to-end customer experience with Misys--and increase customer happiness."


Challenge
  • Merged two business units which had different support processes, different configurations of Salesforce Service & Support and different portals
  • Create one common portal for Misys Banking Systems' customer base
  • It all had to be designed, developed and launched in only five months

Solution
  • Misys, one of the world's largest providers of industry-specific software, deployed Salesforce Service & Support to 1,000 professionals worldwide in its banking business--Misys Banking Systems--and created a 24x7, world-class customer support portal.

Results
  • Dramatic reduction of the average turnaround time on high priority cases
  • Increase in the volume of cases coming into Misys via the unified portal by approximately 2.5 times in 10 months
  • Information now reaches the Misys support groups many times faster than it did 12 months previously
  • Reduction in the cost of supporting a global customer base
  • Increased customer satisfaction
 
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