The Company / Industry

  • Industry: Communication equipment
  • Revenue: $350M
  • Location: California, USA

The Business Problem

  • Move the On premise CRM systems to a cloud base CRM service.
  • Provide mobile support
  • Increase the customer satisfaction with robust user interfaces and collaboration.
  • Comprehensive self service with knowledge base.
  • Decommission Oracle iSupport and homegrown “service request” user interfaces.

TRUGlobal Solution and Why

  • Implement Salesforce service cloud where the requests can be self served and can be managed by Calix support agents.
  • Implement Chatter for collaboration.
  • Implement Surveys to track customer satisfaction.
  • Provide custom webservices from a replicated Oracle EBS environment to feed Salesforce for Customer 360 ̊ information.
  • Interface the RMA related requests to Oracle EBS for further processing and loop back with the status update.
  • Interface account and contact data with Calix customer portal.

Technical stack

  • Sales force service cloud
  • Informatica ETL
  • Oracle EBS
  • Calix Customer portal
  • Operational Data store fed by Shareplex

Implementation

  • TRUGlobal led this project with Onsite and offshore consultants
  • 5 Months (requirements to go live)

How Customer business transformed

  • Improved customer satisfaction
  • Improved operational efficiency
  • Sales and Service CRM connected
  • Reduced Calix IT Burden to support home grown legacy systems
  • Faster Agile deployments of new features.
Practices
clients