Portal to the Future: Postini Increases Productivity Tenfold Without Increasing Staffing Levels

"We would not be able to support the number of customers we have today without Salesforce. Salesforce.com's Force.com Builder customization feature has allowed us to scale effectively and efficiently. In addition to the insight it has provided our sales reps, Salesforce gives our senior management more visibility into every stage of the customer cycle—from lead to service activation."


Challenge
  • Postini's rapid growth dictated the need for a better customer interaction management system to ensure faster response times
  • The email protection services company needed better visibility into customer interactions across the enterprise
  • The company wanted to improve its escalation process for handling customer issues and provide executive-level visibility for large customer issues
  • Postini also desired proactive identification of customer issues and improved overall customer satisfaction levels

Solution
  • Postini deployed Salesforce Service & Support and Salesforce SFA to 170 users across multiple locations
  • The solution provides granular insight into customer activity and company responses across engineering, finance, sales, marketing, client services, and customer support
  • With Force.com Builder, Postini implemented a custom escalation process, with executive-level visibility, in days and implemented a customer feedback process in less than a week

Results
  • Salesforce Service & Support helped Postini reduce support email traffic by 95% and case volume by 10%
  • A new Web self-service portal reduced the overall cost of customer interactions
  • The solution enabled a tenfold increase in the number of customers Postini could handle with same number of staff
  • Survey participation increased by 200%, resulting in superior customer satisfaction levels of 99% and lower attrition rates
 
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