Salesforce.com (NYSE: CRM), the technology and market leader in on-demand customer relationship management (CRM), today announced that Misys Banking Systems anticipates receiving a complete return on Salesforce Service & Support investment in less than 12 months.
Misys Banking Systems, one of the world's leading banking IT software and solutions providers deploy Salesforce Service and Support to create a single, comprehensive view of its global customer base. Enhanced customer insight, coupled with a highly efficient and effective self-service environment, makes it quicker and easier for all Misys Banking Systems customer support specialists to resolve support enquiries. Using, Salesforce Service & Support the company is driving down the cost of supporting its global customer base while at the same time driving up customer satisfaction.
"Salesforce.com is one of the critical factors in Misys Banking Systems customer support infrastructure, providing support teams around the world with a real-time, accurate and unified view of every customer situation," said Peter Middleton, Customer Services Director, Misys Banking Systems. "The rich, out-of-the-box functionality coupled with the hosted environment enabled us to convert our entire worldwide support operations to Salesforce Service & Support in only 11 weeks. Thanks to the flexible on-demand, hosted model, it was quick and easy to implement. and it provided strong multi-channel customer support right from day one. It has extensive functionality and it is very easy to integrate with other systems and we are expecting to get a return on investment on the system within 12 months. We have introduced almost a dozen additional criteria onto the system to provide deep insight into the business and our customers."
Because of its significant growth, both organic and through acquisition, Misys Banking Systems had fragmented customer support processes, organizations and duplicate infrastructures. This disconnected approach to service was insufficient to support the needs of a growing and dynamic customer base. There was no "follow the sun" 24x7 support activity; there was minimal visibility into the effectiveness of support processes; and the company was unable to evaluate the total number of cases outstanding.
Misys Banking Systems implemented Salesforce Service & Support to create a single, comprehensive view of each customer's support position. For a low, monthly subscription per user, the service provides an integrated and detailed view of each customer's profile, the solution deployed within their organization, escalation and notification, case tracking and case history. It also provides "follow-the-sun" service, knowledge management and real-time performance metrics. A Web self-service portal enables customers to submit and review cases and search a personalized knowledge base currently containing up to 2,000 solutions to support self-service resolution. Salesforce Service & Support also provides powerful analytic insight into the performance of the support organization. Comprehensive, real-time management information enables the team to review trend analysis and drill-down easily into the volume of outstanding enquiries, individual case workloads, speed of resolution and enquiry handling time.
Using the AppExchange Builder, Misys has also extended the system to reflect the company's changing needs. Via the AppExchange platform, the company has created tabs with links to multiple resources, including user documentation, Microsoft Outlook and Salesforce Service & Support license information. A "Stop the Clock" tab has also been deployed to measure the various stages of case resolution and closure accurately - an important feature in adhering to pre-determined service level agreements. Misys has also deployed up to 25 dashboards developed by end-users to deliver real-time reporting. These provide the company's executives and managers with up-to-the-second customer support performance metrics, including views of the total volumes of cases outstanding, where they reside and the frequency of cases logged.