Triple CS Productivity by Creating a Single Dashboard of Customer Data
“Due to its high reliability and proactive RSS feed of errors, monitoring our integration processes via AtomSphere only requires about 5% of my time ongoing, which allows me to dedicate the majority of my time to mission-critical projects.” — Adam Christianson, Web Developer
Nik Software purchased Salesforce CRM with the goal of improving their overall customer service. However, their customer data was still distributed across three separate systems- Salesforce, a web services database, and an e-commerce/ shopping cart system. Customer CRM activity was disconnected from the database of product registrations as well as the e-commerce/shopping cart purchasing activities. Furthermore, any account updates or customer inquiries required that CSRs manage and update all three systems which is inefficient and time-consuming. Nik recognized the need to integrate Salesforce with their other mission critical customer systems but they had limited internal IT resources and budget and did not want to maintain a traditional integration appliance.
Solution
In order to create a single, centralized dashboard with complete customer information- Nik Software selected Boomi's AtomSphere SaaS offering and engaged Boomi professional services to rapidly build and deploy their integration processes. They selected Boomi for the project due to Boomi’s SaaS delivery model which did not require the purchase or ongoing maintenance of hardware and the quick and painless implementation thanks to Boomi’s user-friendly interface and pre-built connectors to Salesforce and MySQL.
Results include:
- Customer Service department is 3x more productive due to centralized customer data
- CSRs reduced first call resolution time by 66%
- Implemented a low-cost, low-maintenance integration solution which can be monitored from either San Diego or Germany office locations via a web-based dashboard
- Future integration planned for Salesforce to/from MS Dynamics is easily accommodated on the same platform as current integration processes- Boomi AtomSphere
About Nik Software, Inc
Nik Software, Inc. is a privately held company that develops software solutions for the growing digital imaging and photography markets. Established in 1995, Nik Software has become the recognized leader in digital photographic filter development and produces award-winning technology and software products for digital photography and imaging professionals including U Point® technology, Dfine®, Viveza®, Color Efex Pro™, Silver Efex Pro™, and Sharpener Pro™ software.
