Salesforce.com Benefit Case Study: Plantronics

Plantronics implemented the Salesforce.com Service Cloud to standardize all its CRM activities including e-mail, chat, and self-service support on one platform. Nucleus found the incremental investment in Salesforce enabled Plantronics to improve visibility and customer service while reducing customer support costs.

– Reduced days to solve critical incidents by 66 percent
– Increased call logging by 10 percent
– Reduced the need for application administrators by 56 percent
– Reduced overall agent labor costs by 5 percent
– Cut the time to onboard new agents by 50 percent
– Avoided upgrade disruption
– Increased data quality