The Project:
As a large technical support services firm, Provade had no consistent processes or configurations in place to handle its demanding Enterprise client base with a brand new domestic and international support team.

Salesforce.com Areas:
Business Productivity & Efficiency Optimization, Workflow Automation, Customer Support Management

The Solution:
Within 2 months, we designed int'l B2B customer support processes from ground-up, built & automated client-requested enterprise dashboards, configured case queues & advanced support team routing, set up multiple Email-to-Case developments, and trained four support teams across two offices.

New World:
All Provade support reps currently process Cases more efficiently, Enterprise clients are receiving weekly reports in a fraction of the time, and Provade management has full visibility in the productivity of its support team.

The Project:
LookSmart was evolving its business model from a Web content network to an advertiser and publisher paid listings operator. Sales, customer support, and account management were piecework between various disconnected spreadsheets, and the team was growing with little CRM struture or direction.

Salesforce.com Areas:
Business Productivity & Efficiency Optimization, Sales Pipeline & Process Design, Workflow Automation, Customer Support Management, Marketing & ROI Tracking

The Solution:
We developed proprietary service & issue tracking system via Serena's TeamTrack & Salesforce.com Cases with cross-product external & internal SLA workflow & escalation automation, designed an email/phone tracking system w/ weekly/monthly/annual SLA reporting & dashboards covering existing and win-back customer management efforts, and built marketing ROI tracking and reporting from the ground up.

New World:
Sales, account management, customer support, and distribution network management now pivot together on Salesforce.com, with full business visibility and workflow automation increasing employee effectiveness up and down the ranks. LookSmart has gone from an early adopter of Salesforce.com to one of the most successful Salesforce.com user organizations in the Salesforce.com small-cap client base.

The Project:
An exciting robotics and entertainment brand, Ugobe was readying its official first-line product launch within eight weeks, and had no processes in place to collect customer requests, feedback, and marketing data to better their products and keep clients happy.

Salesforce.com Areas:
Business Productivity & Efficiency Optimization, Business Application Integration, Workflow Automation, Customer Support Management

The Solution:
We worked through complex support & customer tracking requirements to develop multiple-channel Web and email-based integration for customer support via Ugobe.com, phone, and email, and selected and configured third-party vendor integration to facilitate product support, RMA handling, and customer service efficiency in time for launch.

New World:
Ugobe now operates a strong, much-admired brand in part thanks to a holistic Salesforce.com platform for customer support.

The Project:
As a Web site provider for large networks of sports & community clubs, Clubspaces had a great concept but no CRM business application in place to handle thousands of new customer sites, work requests, and no visibility into business success.

Salesforce.com Areas:
Business Productivity & Efficiency Optimization, Sales Pipeline & Process Design, Business Application Integration, Workflow Automation, Customer Support Management, Marketing & ROI Tracking

The Solution:
We fully project-managed six teams across two Salesforce.com organizations through a corporate merger, and proceeded to deploy our full suite of services to complete advanced data migration, customer service automation & advanced case routing, connectivity between support team's efforts and prioritization of product fixes/enhancements with QA/dev team workload, and regular sales training. Today Clubspaces has a Salesforce.com org that auto-generates design quotes, synch's with QuickBooks, provides drip-marketing emails to customers, and unifies the entire team's efforts.

New World:
Clubspaces now benefits daily from a fully-automated customer signup process and a sales workflow that links up Leads, Accounts, Contacts, Opportunities & Cases seamlessly.