And with 12,000+ customers in over 80 countries, offering fast, responsive service is a priority. Enterprise networks are business-critical and many of Extreme Networks customers have service level agreements that require faulty devices to be replaced within days. When there’s an issue the company needs to act fast—and it needs to have easy access to its full inventory of products.
The company customized Service Cloud to give agents a streamlined way to understand customers’ technology footprint, service history, and maintenance contracts. Now the company can more effectively monitor service level agreements, product returns and issues, and limit its exposure to costs incurred by under-entitled customers.
The company also uses advanced predictive analytics to provide unparalleled proactive customer service via Salesforce. “Using a weighted sum algorithm based on customer contact, type of contact, customer satisfaction scores, and more, we can predict customer temperature and alert the appropriate management team to take proactive measures,” said Mike Lytle, Director, Global Technology Services & Operations.
Agent productivity has skyrocketed. And, with increased visibility into service levels, agents can keep service logistics costs down and capture new service revenue streams. The company reports an ROI of 257%—or a $2 million annual benefit—from its use of Salesforce.
According to Afshar, “Working with Salesforce, we’ve re-defined our product development process and the customer experience we deliver. It’s great for customers—and also our bottom line.”