Improving Service by Integrating CRM With Order Management
This global data security company based in the United States provides software that protects and encrypts email and other data for enterprise and government clients. The company faced this issue when its SLAs were stored in an Oracle technology-based order management system, which was separate from the RightNow service for demand-based CRM that agents used. The company chose IBM WebSphere Cast Iron Cloud integration, which provides preconfigured integration solutions for hundreds of leading enterprise and cloud applications, including the RightNow customer interaction service. The result of implementing IBM were achieved fast time to value thanks to the "No coding" approach to application integration. Improved customer service by equipping agents with real-time information on SLAs and anticipated an ROI from the integration project in just two quarters.