Application software and services provider Misys said that it is using salesforce.com to increase customer satisfaction and reduce overall service delivery costs across multiple business units.
Misys plans to deploy the Salesforce Customer Portal to 55,000 users, which makes it one of salesforce.com’s largest EMEA deployments. Currently, approximately 2,500 employees are already using Salesforce Call Center, according to Misys.
Misys provides integrated solutions that deliver significant results to organizations in the financial services and healthcare industries. “We maximize value for our customers by combining our deep knowledge of their business with our commitment to their success,” the company said.
With the help of Salesforce Call Center and Salesforce Customer Portal, Misys’s officials stated that their company is consolidating multiple support processes and self-service sites.
Along with increasing customer usage of the portal, the company has created a personalized destination for self-service. Officials pointed that via self-service, Misys has been able to reduce the processing time of high priority cases by over 50 percent in just 10 months.
Officials expect this trend to accelerate with the increased functionality available through the Salesforce Customer Portal.
“When looking to develop such an important portal for our business, a destination for self-service, it was vital we got it right and that customers were able to benefit from the improvements,” said Mike Lawrie, CEO at Misys. "Being able to quickly deliver on those goals and deliver benefit to our customers is vital within a fast-paced and competitive industry."
Salesforce.com is a provider of Software-as-a- Service (SaaS) and Platform-as-a-Service (PaaS). The company recently reported that it has passed 7,000 customers and nearly 140,000 subscribers in EMEA in the first quarter of 2008.
Prominent companies like Air Liquide, The Christie Group, CODA, COLT Telecom Group, DSV, Rentokil Initial and Wärtsilä are among new European customers adopting salesforce.com for SaaS and PaaS, noted Salesforce.
Additionally, dozens of European ISV partners have launched more than 120 applications on the AppExchange, with CODA, Fairsail and others delivering applications built natively on the Force.com Platform.
Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To see more of her articles, please visit her columnist page.
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