Salesforce.com

Outcare your competitors.

The Challenge

As Salesforce.com grew, its customer support organization needed better visibility across all of their global support centers. But geographically distributed customer support centers and a fast-growing customer base placed additional demands on infrastructure that impacted reliability. They needed a robust, integrated, skills-based routing capability across all customer support locations, so calls reach the best agent right away. The platform also had to support nine languages, and growing.

The Solution

Salesforce.com deployed the cloud-based LiveOps Platform and LiveOps Applications across all their global customer support centers.

Benefits

Agent routing

Agents were strategically placed around the world to “follow the sun” and ensure customers quickly accessed the best agent to resolve their needs on the first call

Always-on reliability

LiveOps redundant infrastructure ensures no down time, ever.

World-ready

The LiveOps platform supported the nine different languages salesforce.com needed at the start, with the multi-lingual capability to quickly ramp more languages as new markets came on board.

Anywhere, anytime access

The LiveOps Platform and Application run in the cloud, so they can be accessed by geographically distributed support centers via a single platform.

Immediate visibility

Into activities, processes, agents, and calls across all customer support centers through a comprehensive, customizable live dashboard.

100% Inbound call recording

With instant playback access across all locations from within salesforce.com’s Service Cloud.

Smart routing

Premier customer are automatically routed to premier support agents. And should any customer support center experience call overflow, calls immediately route to another center that’s underutilized.

Happier customers

Salesforce.com reports positive feedback from customers, who value being addressed by name and proactively asked about open tickets when they call. Caller ID and screen pops identify each caller and bring up the customer record in Service Cloud.

We’ve been extremely pleased with LiveOps. All of our mission-critical infrastructure is performing to our high standards, enabling us to provide high-quality, responsive service across all of our customer support centers.

SVP,
Global Customer Support
Salesforce.com