From 4 days to 4 minutes—how Vonage uses automation to respond faster
At Vonage, connecting the world starts with connecting business teams.
As communication evolves at light speed, Vonage provides the infrastructure for businesses to keep up. A global leader in cloud communications helping businesses accelerate their digital transformation, Vonage strives to create technology so good that users forget it’s there.
But the influx of innovative new technologies from a series of major acquisitions resulted in a handful of inevitable challenges. The new tools and systems allowed the company to serve customers in new ways, but they also produced siloed datasets and manual processes. Teams lacked a full view into the data profiles of the customers they served.
“What we’ve always done has gotten us to where we are today,” said Tara Zaleski, Senior Director of Business Services. “Unifying and automating how our people and systems work together will help us to accelerate execution as we continue to grow.”
Let’s take a closer look at how Zaleski and team used Salesforce Customer 360, one integrated CRM platform, to unite teams around a single view of their customers while managing change at scale.
In Their Own Words...
1. Bring people and processes together with a digital headquarters.
2. Unite sales teams around a shared view of customer data.
3. Automate complex processes to boost efficiency and productivity.
4. Consolidate data into one system for better visualization.
For Vonage to gain a true 360-degree view of customers, the company also needed to visualize and present its data in a way that made sense to multiple teams — from sales operations to executive leadership.
That’s where Tableau comes in.
Vonage’s Business Intelligence team captures data across business units and visualizes it on a single dashboard. Executives present their updates, strategies, and decisions directly from Tableau, saving preparation time and adding clarity to their presentations.