Amzuri develops and supports a wide range of workforce optimization software used in call centers and customer support organizations. They provide support to thousands of customers where their software runs on over one million desktops.

Amzuri wanted to migrate their customer support teams from Microsoft Dynamics.

Additionally, they needed to effectively track their SLA compliance and provide accurate and timely metrics for everyone in the hierarchy.

Implemented salesforce.com Service Cloud to handle case management.

Transformed and migrated all historical tickets from Dynamics.

Implemented SLA compliance tracking at the case with entitlement management and case milestones.

Created key reports and dashboards for all users to see their real-time performance on case resolution.

Rolled-out Chatter to increase collaboration between support staff.

Migrated all staff in six weeks.

Management now has one unified dashboard – provides immediate feedback on support performance.

Accurate customer data is now being captured due to consistent enforcement of business rules.

Escalations are down due to clear visibility of cases

that are in jeopardy.