• 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.

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• 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.

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