Cloud Support Services

Today's Challenge

Customer success executives and their teams are measured against customer experience improvements and identification of up-sell and cross-sell opportunities. Organizations are challenged to empower customer support agents with case resolution content, in addition to simplifying case and resolution access mechanisms and workflows. To effectively address these needs, companies engage Infogain to provide Salesforce.com ServiceCloud implementations and integration with on-premise solutions.

Infogain's Solution

With more than two decades of CRM engineering experience and in-depth Salesforce.com ServiceCloud expertise, Infogain provides ServiceCloud implementations that improve the customer experience. Our solutions cover:

• Unique issue-to-resolution processes
• Robust custom CTI integration with 80 + most popular telephony system with using open CTI
• Implementing multi-channel support – email, chat, web, scheduled call back, phone
• Deploying content management system to provision How-to videos to solve customer issues
• Expertise in Service Cloud agent live chat, social support and self-service portal implementation
• Integration with customer collaboration platforms, such as Jive, to help customers solve their problems quickly
• ServiceCloud implementation, integration with knowledge management systems and 24 x 7 managed services
• Knowledge-centered support frameworks and value-adds
• Connecting customer support systems using a integration bus so that the systems can exchange information seamlessly

Benefits

With Infogain ServiceCloud solutions, customer success executives achieve an improved customer experience. Key benefits include:

• Business SLAs support through balance scorecard approach targeting first call resolution, improved customer experience and cost reduction models
• ServiceCloud implementations in matter of weeks
• Customer support agents empowerment with customer 360 degree view
• Enhanced customer experience
• Modern user interface for customer interactions
• Customer service from anywhere, any time, using any device

Case Study : Transition to the Cloud: the First Step toward Transformational Customer Support Close

Integration

Today's Challenge

With the recent proliferation of cloud applications, the opportunities to identify and solve specific business system needs require effective integration of cloud based applications among themselves as well as with on-premise applications. This requires answers to the following questions:

• How to design a “connected enterprise” immaterial of hosting preferences?
• How to achieve overall business KPIs while leveraging the value of individual cloud apps?
• What integration mechanisms should we adopt?

Infogain's Solution

With deep integration expertise and 20 years’ integration experience at small, medium and large (Fortune 50) companies, Infogain's integration services connect cloud or on-premise applications by using a combination of middleware technologies, direct integrations and user interface (UI) integrations.  Our solution approaches include:

• Synchronous and Asynchronous integration
• Hybrid integration: direct and middleware based
• Cloud to Cloud integration such as Salesforce.com to ServiceNow

Benefits

Infogain Cloud integration solutions convey the realities of a connected organization by helping IT and business executives:

• Integrate between Oracle eBusiness and Salesforce.com enabling higher customer data quality and achieving business KPIs
• Achieve connected knowledge: The ability to connect relevant knowledge articles with service requests, enabling customer support agents to issue resolutions quickly
• Integrate Salesforce Service cloud with on premise Contracts application to check entitlements
• Integrate between Salesforce and Microsoft dynamics solutions

Client Success

A US based multi-billion dollar Network Storage and Data Management Company was challenged with the integration of multiple disjointed sales support systems. Infogain developed a seamless integration of multi-vendor technologies and Salesforce. This cloud integration solution helped reduce the overall opportunity for order process timelines by 30%.  Case Study : Salesforce.com Integration Enables Faster, Consistent Response to Customer Inquiries Worldwide Close

Salesforce Service Cloud

TODAY'S CHALLENGE

Customer success executives and their teams are measured against customer experience improvements and identification of up-sell and cross-sell opportunities. Organizations are challenged to empower customer support agents with case resolution content, in addition to simplifying case and resolution access mechanisms and workflows. To effectively address these needs, companies engage Infogain to provide Salesforce.com ServiceCloud implementations and integration with on-premise solutions.

INFOGAIN'S SOLUTION

With more than two decades of CRM engineering experience and in-depth Salesforce.com ServiceCloud expertise, Infogain provides ServiceCloud implementations that improve the customer experience.Our solutions cover:

• Unique issue-to-resolution processes
• Robust custom CTI integration with 80 + most popular telephony system with using open CTI
• Implementing multi-channel support – email, chat, web, scheduled call back, phone
• Deploying content management system to provision How-to videos to solve customer issues
• Expertise in Service Cloud agent live chat, social support and self-service portal implementation
• Integration with customer collaboration platforms, such as Jive, to help customers solve their problems quickly
• ServiceCloud implementation, integration with knowledge management systems and 24 x 7 managed services
• Knowledge-centered support frameworks and value-adds
• Connecting customer support systems using a integration bus so that the systems can exchange information seamlessly

BENEFITS

With Infogain ServiceCloud solutions, customer success executives achieve an improved customer experience. Key benefits include: 

• Business SLAs support through balance scorecard approach targeting first call resolution, improved customer experience and cost reduction models
• ServiceCloud implementations in matter of weeks
• Customer support agents empowerment with customer 360 degree view
• Enhanced customer experience
• Modern user interface for customer interactions
• Customer service from anywhere, any time, using any device

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Salesforce Sales Cloud

Today's Challenge

Sales operations leadership teams are challenged with complex deals and sales eco systems especially in an environment that has B2B customers, distributors, and partners. This requires not just Sales Cloud implementation, but also a best-in-class customer experience. Additional requirements such as clean customer master data are critical for sales success.

Infogain's Solution

As a Silver Partner of Salesforce and with 20 years of CRM experience and objective insight, Infogain enables sales leadership teams to achieve improved sales process automation, monitoring and reporting by implementing Salesforce.com Sales Cloud and PRM.  Our solution includes:

• Implementation, configuration, and setup for all user types
• Data migration from previous environment
• Design and development of custom functionality that supports the complex sales hierarchies and partner environments
• Integration with on-premise corporate systems and other cloud environments, including integration with backend applications to achieve seamless and visible quote to cash process
• Implementing advanced quotation, sales forecasting, and commissioning modules
• Providing 24 x 7 managed services

Benefits

With Infogain Salesforce.com SalesCloud solutions, sales operations leadership teams achieve optimized sales processes, improved sales reps performance, higher quality of customer data and overall improved customer experience. Close

Saas Application Development for ISVs

Today's Challenge

In an evolving digital world, more companies are migrating to a Cloud based solution that reduces their total cost of ownership and provides an application that scales seamlessly as their business grows. Independent Software Vendors (ISVs) with on premise enterprise class business applications want to offer a cloud based solution to their customers. However, they must contend with the following challenges:

• Lack of bandwidth as their teams are building new functionality into the product
• Lack of skills that are needed to develop a modern day User Experience
• No available architecture to support a multi-tenant Saas based application
• No experience in operating and supporting an application that is used by thousands of customers

Infogain's Solution

Leveraging our Accelerator⁺ framework and Agile development methodology, Infogain helps ISVs develop, maintain and support market-leading SaaS applications for up to millions of users, resulting in 20%+ cost savings and faster time to market.

Benefits

Infogain’s Saas application development service provides the following benefits:

• Shorter time to market
• Proven Saas based solution that is architected, designed, and developed using the latest technologies and industry best practices
• Modern user experience using skills acquired by developing user interfaces for new customer sensitive start up companies
• SLA driven operations and support model to be competitive in the Saas market place
• Minimal scheduled downtime to roll-out upgrades

Client Success

The client was a US based provider of enterprise application services to manage rental and repairs of equipment to trucking and chassis companies. Infogain designed and developed a Saas based application that is branded for individual customers and can be customized to implement business processes that are specific to the tenant. The application is pure multi-tenant with single instance hosting, scalable clustered database and clustered application servers. Close