OfficeMax: Rewiring customer systems
Managing director looks to collaboration
OfficeMax Australasia managing director Charles Agee saw the challenges and settled on a vision: collaboration. "A more services-centric mindset is about outcomes and solutions. This is a culture change, which technology will help bring about. This is why we're excited about our salesforce.com investment. It will help us to capture and share all our conversations and consistently deliver good client experiences," said Agee. "It will put our entire organisation on the same page and remove the cost burden of manual processing."
Pascal Kouknas, Sydney-based OfficeMax CIO, Australasia: "We were a collection of silos. Conversations weren't connected and we couldn't close the loop on service interactions. We had to find a way to resolve client issues faster," he said. "Sales required attention, too. There wasn't an easy way to collect data or generate an accurate picture of demand that could be used for business insights."
To address these shortcomings Kouknas looked to the cloud. At first glance he saw a rich seam of benefits that come with the territory. Absent physical IT infrastructure, seamless service updates, quick and simple deployment, a per-user subscription model, and services architected to serve multiple clients from a single shared platform. For Salesforce the key word is intuitiveness, which means the best user adoption rates," said Kouknas.
OfficeMax got down to work with salesforce.com and in just six weeks introduced a new enterprise-wide client sales and service platform that has brought order to its information and established new workflows that keep everyone in the picture.
Six weeks later
OfficeMax has also dipped into Force.com to build and run custom apps, including sales order history and account specialist relationships. And social app Chatter is used by 12 groups to share ideas and questions.
On the case
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