DataDirect networks are improving efficiency with Service Cloud
How DataDirect Networks is becoming more effective and agile in their customer service with Salesforce Service Cloud
DataDirect Networks (DDN) is a world leader in massively scalable storage, data processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. We enable organizations to extract value and deliver results from their information. Customers include the world’s leading online content and social networking providers, high-performance cloud and grid computing, life sciences, media production and security & intelligence organizations. Specifically related to this project, DDN wanted to improve customer visibility around service entitlements tied to various products and locations.
DDN was challenged by their previous system. When customers called in requesting support there was a disconnect in terms of understanding the level of entitlement the customer was due. Prior to our service cloud engagement Traction executed a master data management project to align customer records between Salesforce and their ERP. This initial project provided a foundation for the subsequent Service Cloud implementation. Salesforce was chosen as the platform for various reasons, including accessibility, visibility and improved reporting functionality.
The Global Support Division can rely on Salesforce Service Cloud to provide real-time tracking and case status history. Traction on Demand built an integration that brought serial numbers (asset), parts numbers and service contracts into Salesforce from Oracle.
Traction on Demand also built a trigger that receives the incoming serial number (asset), reads the level of support through the associated service contract, creates an entitlement for that service contract if it doesn’t already exist and ties the entitlement to the correct entitlement processes based on the level of support indicated. What does that mean for the support user? The case comes in and the customer is provided with a serial number; the support rep now knows exactly what level of support they should provide from a singular serial number from any component on the product.
Traction on Demand also automated a system off of Salesforce cases to track the lifecycle of a case. Each time a case owner is changed or the status of a case is changed, Traction on Demand's case time logging solution tracks the amount of time in between. What does this mean for DDN? They have full understanding of where bottlenecks are within the case process and specific tracking on every case as to how long and where this case has been handled.
Since engaging with Traction on Demand, DDN has experienced an improvement in efficiency at the Agent level. The project has resulted in increased response and escalation times. As a whole, the impact that this has had on the business is that case handling at the agent level has improved and become more efficient. Sales Teams and Executives are now benefiting from increased visibility into current cases that are owned by the support team. The ability to increase visibility has been significant and the ability to continually evolve the platform to partners and third parties has increased. DDN and Traction on Demand are working together to continue to improve and evolve their Salesforce instance.