Monday, June 13, 2016

ViON Salesforce Community Cloud™ Case Study

Case Study

Written by Laura Monn Ginsburg Laura Monn Ginsburg

CharlesCaseBookHerndon, VA, USA
Technology Systems Integrator
www.vion.com

ViON Corporation is a market leader in the design, delivery and maintenance of mission critical IT solutions. Established in 1980, ViON has grown from a small product reseller into a leading systems integrator that delivers customized solutions, Cloud-based X-as-a-Service (XaaS) offerings and best of breed technologies to large public and private organizations. From the data center to the cloud, ViON is committed to innovation – and to the success of its customers.


“Providing an intimate customer support experience is core to ViON’s vision. Our goal is to provide customers with a seamless customer experience from the time they create a case to when it’s resolved.” – Kim McCabe, Customer Support Team Lead

Mike Heath, VP of Customer Services adds: “The implementation of the Salesforce Community Cloud™ to our existing Salesforce environment was the next logical step along our path to a seamless and intimate customer support model.”


Challenges
When ViON wanted to take its customer support to the next level, they knew they wanted to use a seamless technology experience to overcome support challenges including:

  • Allowing customers to use a self-service portal to see inventory levels, view cases and their statuses and log new cases
  • Decreasing call volume by providing a comprehensive and searchable knowledgebase
  • Providing a support experience that was seamless from a brand and quality standpoint

Solution

  • Implemented Salesforce Community Cloud™ to provide a portal experience built on ViON’s Salesforce platform
  • Customized the Community’s branding to ensure an intuitive and on-brand experience from ViON.com to the Community
  • Designed a custom security model to give ViON customers access to ERP information from Ship To locations they should see
  • Empowered users to quickly create support cases from the homepage or from particular assets
  • Enabled administrators to quickly share manuals and documentation from Salesforce libraries to the community.
salesforce customer community case study

View the webinar recording of ViON sharing its Salesforce Community Cloud story.

Results  

  • Seamless brand experience for customers
  • Customers have visibility to key information including case statuses and inventory levels
  • Customers have the ability to log cases directly through the site, while still having the option to speak to a live agent any time
  • Easier for ViON support agents to dispatch service and monitor caseloads
  • In addition to positive response from users, customers are engaging with their feedback on future site additions as well

“Luxent has always delivered intuitive and unique solutions to meet our requirements. Working with the Luxent Salesforce team was a natural fit as we moved forward with building our Customer Community.” – Jean Busl, Business Analyst

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