Xtrakter gets a total view of its business operations by using Salesforce

Challenge

• Xtrakter  was  running three disparate systems in three different areas, which involved email,  phone and systems management software
• The company’s  support departments -  both IT and business-facing operations – were not linked, and as a result, customer service was not as efficient as it could be
• The company did not have a single point of view for all customer contacts, and so, some issues were taking a long time to be resolved or being lost in the system
• Xtrakter decided to restructure, and merge all client-facing operations. It needed a powerful CRM to help it achieve this goal efficiently and effectively

Solution

• Xtrakter opted for Salesforce Enterprise Edition and took out a licence for  50 users, which represented 50 per cent of the company’s employees. Since  expanded to 60 users.
• Salesforce integration was timely from a Support and Services perspective, and helped to develop a new case support system for the company.

Results

• Staff now access one central area, which stores all incident management information, giving  them a total view and enabling them to offer better service.
• Before visiting clients, sales staff can pull off all relevant data from Salesforce and see all previous interactions from whatever source.
• Service and support have been enhanced, and any issues can be dealt with more quickly.
• Emails no longer have to be cut-and-pasted into the system which has saved the company around 15-20 hours per week.