Empowering Customers, Empowering Developers: The Benefits of a CRM-TFS-CSP Integration
A US high-tech company struggled with disconnected systems and limited customer access. Zelite Solutions integrated CRM, TFS, and a Customer Support Portal for seamless communication, 24/7 resource access, and automated processes, enhancing efficiency and satisfaction.
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In today’s competitive landscape, exceptional customer support is a key differentiator. A US-based high-tech company, however, grappled with communication gaps and limited customer access to resources. They utilized Microsoft CRM for customer cases, but developers used a separate platform, Team Foundation Server (TFS). This siloed approach hampered case resolution times and customer satisfaction.
- Disconnected Systems: Separate CRM and TFS platforms hindered communication between customer support and developers.
- Limited Customer Access: Customers lacked 24/7 access to case information and knowledge base resources.
- Manual Processes: Repetitive tasks and manual data entry slowed case resolution and increased errors.
Zelite Solutions designed and implemented a comprehensive integration solution, bridging the gap between CRM, TFS, and a custom-developed Customer Support Portal (CSP).
Integration Highlights:
CRM-TFS Integration:
Seamlessly synchronized cases created in CRM with TFS. Developers could access cases, update progress, and communicate directly with customer support within TFS.
Customer Support Portal (CSP):
A user-friendly portal on the .Net platform offered functionalities like:
- Registration Workflow: Secure registration process linked customers with their CRM contact for case management.
- Knowledge Base Access: 24/7 access to a comprehensive knowledge base empowered customers with self-service options.
- Case Management: Customers could raise tickets, track progress, and communicate with support representatives. All data was synchronized with CRM, ensuring a centralized repository.
- 24/7 Availability: The CSP functioned independently of CRM, offering uninterrupted access to support resources.
- Document Management: Download of relevant support documents and white papers for customer reference.
- Administration Panel: Admin interface for user management, document upload, and case history review.
The integrated solution revolutionized the company’s customer support processes:
- Automated Case Management: Streamlined workflows and real-time communication reduced manual intervention and accelerated case resolution.
- 24/7 Customer Support: The CSP empowered customers with self-service options and uninterrupted access to information and support resources.
- Improved Communication: Direct communication channels between stakeholders fostered better collaboration and problem-solving.
- Enhanced Customer Satisfaction: Faster resolution times, readily available knowledge base resources, and 24/7 access significantly improved customer experience.
- Increased Developer Efficiency: Consolidated case information within TFS minimized context switching and improved development team productivity.
This case study demonstrates the power of strategic integration in optimizing customer support processes. By integrating CRM, TFS, and a custom CSP, Zelite Solutions empowered both customers and developers, leading to improved communication, faster resolutions, and a more satisfying customer experience.
