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Customer Service Centre: Salesforce.com Case Management Application

Case Study:

Customer Service Centre  

"Using our extensive Salesforce.com experience meant we implemented a case management application, configured, tested and deployed to 30 users within just 10 working days."

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Photograph of customer services staff The client's customer support team had a heavily spreadsheet-based means of managing customer support queries. Salesforce.com had already been implemented in a sales division within this organisation. However, without an integrated customer service capability, sales team members had little understanding of the queries being logged by their customers and therefore had a restricted view of client relationships.

Fujitsu was engaged to deliver a complete review of the end-to-end business processes identifying key areas of concern. Following client agreement, Fujitsu then went on to identify recommendations for a Salesforce.com SaaS implementation and proposed a ‘day one' solution for the management and reporting of customer queries, designed to increase customer satisfaction.

Our consultants helped capture and define new business processes then matched these against Salesforce.com functionality. Using our extensive Salesforce.com experience meant we implemented a case management application, configured, tested and deployed to 30 users within just 10 working days.