CASE STUDY

Intelsat General - Provide Seamless Service, Increased Customer Satisfaction

Problem: A leading satellite telecommunications provider completed a merger and needed to integrate the two companies into one supported by a single set of systems and processes. 

Solution:  Design, develop, implement, and train employees on unified processes and technologies, and use salesforce.com to integrate company-wide sales and CRM with network operations and case management.

Results: The merged sales team consolidated product offerings and the new controls and approvals processes resulted in greater customer satisfaction with the ordering process. The 24/7 operations center can now seamlessly support complex customer issues and carry information across shift changes, providing consistent customer service.