Barco Relies on the salesforce.com Cloud Computing Model to Maximize Customer Satisfaction

Challenge

• A global technology company, Barco designs and develops visualization solutions for a variety of selected professional markets, including medical imaging, media & entertainment, infrastructure & utilities and traffic & transportation
• Barco wanted to deliver worldwide responsive, reliable and consistent customer support, but was struggling with disparate, fragmented systems
• Specific problems included the fact that there was a limited overall view on service request handling with the result that it was difficult to measure customer satisfaction
• Another problem was the lack of integration with the back-office ERP system, which led to double entries
• The Barco team needed to adhere to rigorous service agreements for customer support―despite the fact email-based enquiry was very limited in its functionality

Solution

• Following a highly successful Salesforce CRM SFA deployment to 75 professionals within its medical imaging business, Barco implemented Salesforce CRM Service & Support worldwide to 270 staff to support globally unified service request management
• Barco chose salesforce.com following a competitive evaluation. Salesforce CRM was selected based on functionality, user-friendliness, and straightforward integration with the back-office ERP platform
• The Salesforce Customer Portal is helping Barco turn the 'web' into the 'self-service web'―allowing the technology company to exploit Web 2.0 as the ideal channel to provide superior self-service
• Customers can manage their own cases via the Salesforce Customer Portal: they can log, view, edit, and close cases entirely online. They can also search through the Barco knowledge base and previously resolved cases, for comprehensive customer self-service

Results

• According to Barco, the implementation time for Salesforce CRM was ‘many times faster’ than it was for traditional on-premise CRM systems
• Salesforce CRM SFA provides significantly improved lead management, opportunity tracking, and reporting
• Using the Salesforce Customer Portal, the Barco team can quickly change the look and feel of the self-service portal with an easy-to-use style editor
• With Salesforce Customer Portal, Barco can deliver relevant customer information based on data from any source, share any application built on salesforce.com’s on-demand platform, and get other departments—including sales and operations— to engage with customers online
• Barco now has extensive reporting tools at its disposal that provide a comprehensive overview of service quality
• Salesforce CRM supports seamless automated upgrades every quarter―helping to ensure business continuity