The ClearView Group

The Business Challenge: A fast growing insurance provide, The ClearView Group based out of Atlanta, was looking to move to a next generation sales and customer service software platform. Management wanted a unified platform to get a well rounded view of all customer interactions as well as to track sales.

Our Approach: Working with the Salesforce.com account management, Forsyth Software Services introduced the ClearView management team to Salesforce.com. Walking through the feature rich platform and educating them every step of the way. Forsyth Software Services then rolled out Salesforce.com using a step enabled strategy to the sales, customer services and operations teams over a span of three months.

The Outcome: The ClearView management team and it’s employees adopted Salesforce.com right on the get go. The overall customer satisfaction has improved as sales and customer service are able to work handed in hand with customers service them for their insurance needs. Overall the implementation of Salesforce.com resulted in the desired outcomes as management expected and it also resulted in follow on implementations focused on automation the operational workflows at The ClearView Group.

Shentel Telecommunications

The Business Challenge: A fast growing publicaly traded telecom and cable company based in Virginia, Shentel, was looking to move to a next generation customer service and support software platform that provided it’s call center and customer service agents with capabilities like case management, chat, email response as well as the ability to integrate to various billing and network operational systems internally.

Our Approach: Working with the Salesforce.com account management, Forsyth Software Services showcased the Shentel management customer service and call center prototypes. Forsyth Software Services rolled out multiple seats of Salesforce.com to various call center locations within a quarter. Features like chat, email automation, enhanced reporting, case management and integration to the back office customer and billing database were integrated seamlessly into the Shentel procedures and would become and integral part of their operations infrastructure.

The Outcome: The transformation of Shentel’s call center into a next generation contact center ushered their customer service to a new level of engagement and satisfaction. Call and email handling capabilities have dramatically increased and the number of cases being handled have gone increased by 20%. Customers of Shentel are increasingly engaging through user portals and Shentel now has the bandwidth to communicate.

TelPlus Communications

The Business Challenge: TelPlus a managed services company based out of Atlanta was looking for a new vendor to take over it’s Salesforce.com CRM and help improve it’s performance. The original implementation of Salesforce.com were not completely successful, TelPlus was looking for a trusted partner to work collaboratively on improving the performance, usability and adoption of both Salesforce applications within their call center.

Our Approach: The Forsyth Software Services team worked with the internal IT and business groups, shadowing call center agents and back office users or Salesforce.com. They Proposed a three step approach to improving usability and increasing adoption through simplification of the call center applications. would become and integral part of their operations infrastructure

The Outcome: The solution implementation resulted in a three-fold increase in adoption of Salesforce.com along with improved customer retention and customer satisfaction scores for TelPlus.

Movius Interactive

The Business Challenge: Movius is a telecommunications infrastructure and app providers with a large legacy customer base worldwide. Movius implemented Salesforce.com several years ago and management wanted to reinvest and expand the use of Salesforce.com within the company. The goal was to bring sales and service teams together as well as integrate to their VoIP telephony systems.

Our Approach: The Forsyth Software Services team worked with various Movius IT and business groups, documenting operational and sales workflows and then proposed a solution to expand Salesforce.com. The proposal included a three step approach to improving usability and increasing adoption through simplification of the call center applications, introducing Salesforce Mobile along with Service Cloud Knowledgebase and implementing an integration to the VoIP system just enough to log call metrics and report on them from within Salesforce.com.

The Outcome: The solution implementation resulted in a three-fold increase in adoption of Salesforce.com as well as a reduction of call volume in the support center due to the adoption of the knowledgebase product and led to the successful implementation of the management goals.

CodeGreen Solutions

The Business Challenge: Code Green provides sustainability solutions across new york city. The company already has Salesforce.com CRM and uses it in a variety of ways. The goal at Code Green was to perform an analysis of Salesforce.com and recommend improvements as well as additional uses within the company.

Our Approach: The Forsyth Software Services approach was to work with stakeholders and understand their work, their teams and their role and priorities. With this knowledge, Forsyth Software Services was able to develop a knowledge map of the company and the potential of Salesforce.com.

The Outcome: The solution was presented to the Code Green management who balanced the proposal with the available budget and have been implementing the recommendations ever since within their Salesforce.com system. Forsyth Software Services has been supporting the management initiatives on an ongoing basis.

The Rizzo Group

The Business Challenge: The Rizzo Group works with New York City’s largest building management firms to identify and resolve all permit related issues that may result in fines and violations. Management was looking to streamline opportunity management, time tracking and project accounting. With new investors in the picture, reporting and analytics were top of mind so as to give helpful insights to the new executives

Our Approach: Forsyth Software Services gathered information through a series of workshops and identified a path to implement Salesforce.com , the Big Time time and project management solution and an integration to QuickBooks. A phased rollout was proposed that would result improved adoption of Salesforce.com

The Outcome: Salesforce.com and Big Time was implemented across the company in a painless rollout. With a heavy focus on training and change management Salesforce.com and Big Time have come to be seen as tools that make doing business better at the Rizzo Group.

Daikin International

The Business Challenge: The original purpose for DAIKIN needing the services of Forsyth Software Services was to help with a Salesforce.com training seminar. With time this transformed into management providing insights into the challenges faced with professional services project management tracking and project accounting.

Our Approach: Forsyth Software Services identified and implemented the AgilePMO salesforce.com based PSA solution which includes all aspects of project tracking like task tracking, project team member tracking, scheduling, time tracking and project accounting.

The Outcome: The solution implementation resulted in a three-fold increase in adoption of Salesforce.com an overall increase in revenue tracking and project billing since a lot of the tasks that were previously accomplished via complex excel were automated within Salesforce.com.

Customer Testimonials