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OpenTV Cuts CRM Costs with Salesforce.com
Salesforce.com, a technology and market provider of on-demand customer relationship management (CRM), announced that OpenTV Corp., an interactive television companies, has cut its CRM operating costs nearly in half and significantly improved reporting capabilities using Supportforce, salesforce.com's on-demand customer service application.
OpenTV selected salesforce.com over other CRM vendors for the ease of its hosted solution and its customization capabilities. OpenTV needed a CRM solution for its support staff that would not require heavy maintenance from IT, and would come equipped with a customer Web portal. The timely implementation allowed OpenTV's support engineers to promptly realize the benefits of the Salesforce solution.
"Supportforce enabled us to replace existing costly applications that required substantial IT manpower and support," said Nick Ryan, OpenTV's business applications manager. "With this new on-demand customer service technology we have realized a reduction in our CRM operating costs by approximately 50 percent, and enhanced collaboration with our customers to provide better support."
OpenTV's support engineers, based in the United States, Europe, China and Australia, now track customer cases in less time, and can easily generate reports and provide fast answers to customer queries. The Customforce tool, a custom tab for installed products, was added to allow the support team to track installed products for each OpenTV customer.
In addition, using Sforce, salesforce.com's on-demand integration platform, OpenTV has integrated its CRM system with its Lawson enterprise resource planning (ERP) system. In tandem, this customization & integration allow for the simple and seamless integration of data between OpenTV's ERP system and the customized Salesforce application.
