The original goal of the project was to migrate the 20 year old process from old, on-premise, maintenance heavy systems to modern, cloud based, fully customizable and scalable platform. Well, the objective was met but we also made plenty of improvements. Working together with the business we managed to reconcile the data, simplify and unify the process across the globe, centralized reporting, train all the users, assure the new process is adopted, and finally connect closer to our customers by reducing the time customers waited for an issue resolution.

• Cases
• Web To Case
• Email To Case
• Case Teams
• Auto assignment rules
• Sites
• Queues
• Public Groups
• Custom Sharing Rules
• Survey system integration
• Reports, Dashboards
• SSO authentication
• Products integration
• Visualforce

• Oracle
• Siebel
• Spotfire
• Qualtrix