The Citrix Online division’s 80 global support agents provide first- and second-level support 24/7 to hundreds of thousands of eCommerce and corporate customers while fielding 10,000 calls and 9,000 emails each week.
To modernize its service process, Citrix Online wanted to consolidate customer information stored in different applications across the company in Salesforce.com’s Service Cloud.
Goals included the following:
Standardize practices, customize, and deploy Salesforce Service Cloud to account managers and support teams division-wide
Implement one consistent and flexible integration solution for the Sales Cloud
Consolidate data on customers with multiple products
Create new fields to capture customer interaction details and marketing information
Make it faster and easier to generate divisional reports
Increase operational efficiencies and IT savings