Exchange Communications is a global business offering a range of solutions in over 100 countries. These range from single office telephone systems to complex multi-site and call centre configurations and networked communications. They have over 70,000 products and each solution is tailored and designed to individual customer requirements.
Exchange Communications wanted a greenfield Sales & Service Cloud implementation, because their systems for sales, services and contracts did not interact well, and paperwork was being duplicated. There had been a need for a solution of this kind within the business for almost a decade, and the aim of the project was to transform all front office operational processes to create a customer centric platform.