Case Study
CONSOLIDATING COMPLEX WORKFLOWSHelping Macmillan Learning connect with their customers and transform their experience by implementing Salesforce Service Cloud.
Macmillan Learning develop world class content and provide pioneering and interactive teaching tools.
They partner with educators and institutions to enable the learner to achieve and improve outcomes.
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THE PROBLEM
With the merger of Macmillan Higher Education and Macmillan New Ventures to form Macmillan Learning, there was a requirement to replace five separate Desk.com systems with one consolidated Salesforce Service Cloud platform. Customer data was in silos, status reporting was weak, and analytics capabilities were limited. This hindered effective management of sales agents, SLA management, and reporting.
I’ve known Ribbonfish and used their Level 2 and Level 3 support services for 3 years and have found them reliable, knowledgeable and great to work with. We asked them to help us support numerous applications across a breadth of technical platforms and diverse functional areas; they took this challenge on and have been consistently delivering a very good service at an affordable cost. I would highly recommend them if you need help in running your L2/L3 support service, allowing you time to focus on other value-add initiatives for your business.
Tom Duke, Head of Editorial, Production & Customer Engagement Solutions
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