IVR AND SFDC

Case Study - IVR & SFDC Integration

  Customer

The client is medical device company having customer support centers across
the globe


  Business Scenario

The customer services organisation was looking for integrated solution for various
channels of communication with end user and case / incident management


  Proposed Solution

Implemented solution having following features

  • IVR Callflow design and implementation to seeking inputs / data
    from end consumer
  • Provision for 1-800 customer support number as well as softphone to support
    both voice and DTMF inputs
  • Users / Contacts and case management in SFDC leveraging APEX
  • Generic services in APEX to integrate any IVR platform


  Key Highlights

  • Seamless integration of SFDC CRM, users / contacts and case
    management for tracking historical information
  • Leveraging our IVR and SFDC experience in solution development,we
    provided technology analysis and solution development
  • Ongoing support for monitoring IVR server availability


  Technology

  • SFDC Apex
  • IVR VXML

  Benefits

Integrated solution is helping the customer to get real time holistic
view of the cases while dealing with end customer which
helps is reducing the call duration & improves case resolution rate


Case Study - SFDC Development

  Customer

TThe client through events, education, networking, advocacy, and philanthropy
programs, provide targeted forums to bring technology and business leaders,
investors, government, researchers and educators together


  Business Scenario

The technology forum organisation was looking for integrated solution to
manage user registration, event / seminar calendars and related financial
accounting information


  Proposed Solution

Implemented solution having following features

  • Integration of APIs/ services to 3rd party events management product
    and financial accounting product
  • Implemented functionality leveraging Apex to showcase users, user
    registration, events calendars, email notifications, online
    payment gateway integration and membership historical information
  • Role / membership based access control to information / content


  Key Highlights

  • Seamless integration of SFDC with 3rd party products
  • Migration of data from legacy applications
  • Ongoing application maintenance support


  Technology

  • SFDC Apex
  • Web Services

  Benefits

Integrated solution helped the organisation in managing the
membership lifecycle and various events through one application only