Transforming IBM's Customer Experience with the Service Cloud Platform
IBM Support is a global 24x7 team that interacts with large and complex enterprise customers, running mission-critical applications with the IBM portfolio of products. The current customer experience was involved with multiple teams and hand-offs resulting in reduced customer visibility and overall satisfaction. Support teams were dealing with multiple backend systems, making it harder to track a customer issue. IBM partnered with Salesforce to help bring to life their support transformation with Service Cloud, Customer Communities, and cognitive support powered by IBM Watson. The Salesforce platform & Salesforce Cloud Services provided the agility to roll out a new support process and case management application in a few months. Join us to hear IBM's vision, journey, and how Salesforce & Watson are transforming the agent and customer experience.