February 27, 2017 - Delivering a Better Customer Experience with Salesforce

Kronos-Blog-ImageOrganizations must provide a seamless experience for their customers and employees or risk losing them. The challenge of integrating systems to support a seamless experience has grown with the adoption of the cloud.  More narrowly focused SaaS applications are replacing complex on-premises systems that offered this capability only after years of development and deployment.  The world of integration often includes cloud to cloud and cloud to on-premises scenarios. 

Working with our customers to help them provide a better experience for their customers and employees is very satisfying.

Connecting three systems
A case in point is a recent project Apps Associates completed with Kronos Incorporated. Kronos offers the industry’s most powerful suite of solutions to manage and engage the workforce from pre-hire to retire. They support workforce management human capital management in a wide range of industries that include healthcare, manufacturing, retail, government, education and banking.

Kronos knew it was time to integrate its systems landscape and to move some of their key IT systems (CRM, customer support, and customer support portal) from on-premises into the cloud. Their decision to shift to the cloud was to better serve their customers and they needed world-class systems in order to become a full SaaS provider.

The decision to go all in with Salesforce was because the Salesforce solution could support all Kronos’ needs and consolidate these three disparate systems on to one integrated enterprise platform. Salesforce Sales Cloud would replace their current CRM system, Service Cloud for their customer support system, and Community Cloud would become their customer engagement portal. This approach would also bring them closer to the 360-degree customer view they wanted to achieve.

Zero downtime achieved

Apps Associates helped with the implementation and ensured zero downtime for Kronos’ 24/7 operation when it came time for the changeover. In less than a minute from go-live, Service Cloud was up and running and the reps were in business. Their Community Cloud experienced rapid customer adoption with 14,000 signups, 3,000 questions asked, 4,000 answers given, and over 700 ideas submitted in two months. Kronos now makes more informed decisions because they have a more holistic view of their business and better visibility into customer activity.

Valuable partnership

Our customer relationships mean everything to us and Apps Associates has the resources, skills, and flexibility to tackle any Salesforce project. Check out this case study and learn more about this project and the Apps Associates advantage.

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