The Challenge: Multiple systems
Prior to implementing Salesforce, the client had many different systems for each of their needs such as CTI, data collection, email cases, and social media comments. While their customers had multiple support channels, each method operated on a separate platform, resulting in wasted time, as agents would search around for each case to get a holistic customer overview.
In addition, the client stored lots of customer data (fuel consumption, route or traffic information, vehicle model, etc.) into a database. With so much data, it was necessary to sort through relevant information in order to enable easy access for their services and marketing processes.
Therefore, a large complex data model reformation was necessary to synchronize data into one system, along with easy import and interpretation into Salesforce from real-time data collected through IoT sensors provided within each car.