Connecting Sales and Support with The Service Cloud
Avanceon is a leader in the design, development, and implementation of manufacturing technology solutions that result in reliable control automation and information management systems.
Upon implementing the Sales Cloud in early 2010, Avanceon had reaped the benefits for their Sales and Marketing organization. However, their Support Services Group (SSG) continued to use a separate system for work orders and other support items, disallowing Sales and Marketing visibility into client issues.
Manager of Support Services
Overall, Craig Stabler and Soliant Consulting did an excellent job in working with us to get our support module implemented. I would recommend Soliant to other companies needing a similar service. Craig was quick to respond to all my questions, is very friendly and easy to work with.
After an extensive search, Avanceon selected Soliant Consulting to implement the Service Cloud. Soliant carefully reviewed Avanceon Support Services Group’s support processes and configured the Service Cloud for maximum adoption and usability. Additionally, Soliant Consulting implemented chat software and integrated it with Salesforce to facilitate the creation of cases via chat, giving Avanceon a way of tracking of this new form of client interaction.
Implementing the Service Cloud provides much better support service for Avanceon’s clients, better metrics for Avanceon’s management, greatly reduced administration effort (clients are tracked in one system – Salesforce – rather than two systems) and greater visibility into client relationships for the Sales and Marketing group.
Avanceon specializes in the development of real-time performance management systems for the process and discrete manufacturing industries since 1984. With the international capability to deliver engineering services in electrical, controls, machine design, information technology, and manufacturing business strategy, Avanceon creates integrated solutions that enable clients to control, improve, and optimize their manufacturing processes.