Valor Support - Customer Success Story

Valor Customer Service
Hemy Perry
Director of IT & Operations
Valor Computerized Systems
hemy.perry@valor.com

Agenda
The business challenge
The solution
Next steps – looking at the future

The business challenge
Valor support process
Managing a global support organization
A complex support matrix (VP Customer service, App Specialists, App Eng.,R&D, PM…)
Several Products
Spread bysubsidiaries WW
The challenge is to manage the support flow in a global organization that supports multiple products running on multiple platforms in different languages, time zone and cultures
The goal – to make it work 

R&D Application

The solution – Salesforce.com
Why Salesforce.com?
The product
One platform to serve Sales & Support (without interfaces between them)
On the cloud… No HW, No IT (almost )
It is so easy to go live with SFDC… (IT, HW etc…)
The background
We failed once with a CRM solution (too much customization, bad performance)
It helped to me minimized the requirements from the users
The project
Management commitment
Dedicated team in Valor WW (IT & Users)
Project management,
Rollout was step by step, one module (productsubsidiary) at a time to gain success & confidence in the system
No Shortcuts - Design, Customize, QA, UAT, Training, Go live

© 2007 Valor. All trademarks are the property of their respective owners.
6
Salesforce.com – Implementation Plan
Phase I
Sales - Lead to Order
Phase II
Service –
Full service lifecycle management
Customer Support Portal
Knowledge Base
Contracts - Ability to check if customers are under maintenance.
Phase III
Customer’s maintenance agreements and installed base.
Phase IV
Professional Services
Each phase includes implementation in all subsidiaries in the following order:Valor NV, Valor Inc, Valor FE, Valor JP.

Salesforce.com – Status & Timeline
© 2007 Valor. All trademarks are the property of their respective owners.
7
End of Pilot
PS
PS
vManage
Other=>>
R&D
Products, Contracts, Customer install Base
Maint.
Renewal
Trilogy/
Enterprise
Support
vManage
vPlan , vCheck
Customer Portal
Sales
Americas, EMEA
APAC
Japan (?)

Help Cards – After training…

Meet Valor's New Customer Service Portal

Status + Next Steps
Current Status
Sales module
Support Module – 1st tier, 2nd tier
Talisma (Knowledge Base) – Internal only
Enzigma (Attachments management, sync big files locally to the support user)
iBolt sync with our web site (new leads)
Self Service Portal for Customers
Next steps – looking at the future
Pilot - R&D for 3rd tier support to use SF instead of existing R&D application
Talisma (Knowledge Base) – For External Users
Customer Portal?
PRM?
Mashup with our internal licensing system
…

Valor Support - Customer Success Story

by BLmarketing on Nov 02, 2009

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