Telstra has revealed the addition of almost one million new mobile services in the six months to December 2011, but Sensis revenues plummeted 24 percent in 12 months.
Enware says the rollout of the customer service
platform start in April and is designed to enable the company to
provide better customer service and manage complex sales projects.
Enware Australia CEO, Adam Degnan, said, the company’s sales and
support channels were quite complex with multiple tradespeople,
contractors and sales staff all playing roles in the process.
“This proved to be an issue when providing customer service and support
as it was difficult to track the status of each sales project.
Salesforce.com has given us complete visibility across all stakeholders
and allows us to offer far greater levels of customer service.
“In addition, one of our objectives was to ensure that staff could
fully utilise any new CRM investment we made. With Salesforce CRM it
was easy. The feedback from staff so far has been positive and this has
been reflected in their increased usage rates.”
Degnan says that prior to using Salesforce CRM, Enware used an on-premise solution that could not be easily customised.
”With the information we capture in Salesforce CRM, the big improvement
will be our reporting capabilities. We can drill right down into how
many service calls we can see on a particular product in order to
highlight where the real issues are and fix them as a priority – in
real time. This is ultimately a bonus for the customer.”
“With Salesforce CRM, all of Enware’s product specialists who are
working on the same project will have access to the same information on
each customer. Salesforce.com’s cloud-based solution for customer
relationship management gives Enware staff the ability to securely
access information from anywhere that is connected to the internet.”
David Bass
| For the fourth year in a row, IDC has placed content security provider Websense (NASDAQ: WBSN) at the top of the IDC Worldwide Web Security 2011 –…
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