Customer Background

Established in 1995, LivePerson humanizes the online experience for businesses worldwide, increasing sales, customer satisfaction and loyalty. More than 7,000 companies use LivePerson’s real-time chat platform to communicate and build relationships with their customers on the Web. LivePerson has been using the Salesforce.com CRM platform for many years, however its  Data Center Operation department , considered as 4th tier support to the entire online operation, has been using stand-alone freeware and as a result has remained disconnected from LivePerson's customer support business processes. LivePerson sought to integrate the activity of this department with the rest of the organization. 

LivePerson turned to ServiceWise to design & implement the new processes within the Salesforce Service Cloud, and to assist it in embedding them within the organization.

Project Highlights

Implementing SalesForce.com involved several elements:

• Creation of a designated application tab for Production, using additional Case record type.
• Addition of workflows, escalation rules, validation rules, page layouts and approval rules.
• Adjustment of existing support processes to the new integrated support approach
• Using VisualForce technology to facilitate the automated cross-departments flow for provisioning & change
• Creation of new custom objects to track the users' time invested

Customer Benefits

Following the Go Live, LivePerson now enjoys the following benefits:

• Salesforce CRM provides LivePerson with a wider customer view for more efficient and better customer service.
• Streamlined problem reporting allows reps to enter case data only once and to quickly route cases based on issue type.
• Using Salesforce CRM's case management, Liveperson can more effectively allocate resources to quickly respond to customer service queries
• The production dept can now measure its planned vs. unplanned activities on a per resource basis
• Wide failures are now tagged and documented for the purpose of research and lesson-learning

"The ServiceWise team was devoted, professional and provided us with high class service. I would recommend this partner to anyone seeking high quality service in implementing any Salesforce.com application or module."

- Zohar Friling, VP, Data Center Operations, LivePerson