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The Customer The Customer is one of the leading international publishers of interactive entertainment software products. The company maintains a diverse portfolio of products that span a wide range of categories and target markets. These products can be used on a variety of game hardware platforms and operating systems. Its distribution business consists of operations in Europe, that provide logistical and sales services to third-party publishers of interactive entertainment software, its own publishing operations and manufacturers of interactive entertainment hardware. The Business Challenge - High cost of operation associated with REMEDY
- SLA issues across the organization as SLA’s were maintained at organizational level only
- Unavailability of any form of advanced reporting
- Developing Single Sign On functionality due to data security rules/environment unavailability
The Solution - De-commissioned legacy REMEDY system with a Ticketing Tool built on Salesforce.com - Software-as-a-Service(SaaS)
- Delegated Single Sign On solution for both native and customer portal users using LDAP protocol
- Enhanced Application’s look and feel to synchronize with intranet, web site built on Force.com - Platform-as-a-Service(PaaS)
- Case Entitlement – SLA management and graphical representation of milestones across ticket’s life cycle helps in deriving Measurement Matrix
- Track end-to-end life cycle of a Ticket w.r.t Stage and Owner
- Customized assignment functionality for assigning ticket based on Group and Owner within a group
- Historical Data Migration
Business Benefits - Lowered TCO by leveraging native and customer portal licenses, and reduced maintenance cost
- Capability to create a single Case in one minute
- Better Usability and Enhanced performance by leveraging up to 5 levels of dependencies in pick-list
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