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 customer satisfaction with robust user interfaces and collaboration.
• Comprehensive self-service with the knowledge base.
• Decommission Oracle iSupport and homegrown “service request” user interfaces.

TRUGlobal Solution And Why

• Implement the 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 web services 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 the Calix customer portal.

Technical Stack

• Salesforce 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 homegrown legacy systems
• Faster Agile deployments of new features.