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


  • 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.

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