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IBM’s historic service transformation with Salesforce and Bluewolf

IBM, one of the world’s largest and most complex enterprises, is making their vision to transform customer support a reality with Salesforce.

Partnering with Salesforce and Bluewolf, IBM embarked on a historical service transformation, designing a modernized, intelligent agent platform that enables new levels of engagement. With Service Cloud, Live Agent, Field Service Lightning, Service Analytics, and IBM Watson, IBM has a 360 view of the customer, omni-channel capabilities, and cognitive support–driving more personalized user experiences and increase time to value.

Seeking a more streamlined customer support transformation, IBM opted for standard Salesforce configuration over customization.By keeping processes simple and uncomplicated for its new agent platform, IBM went from zero to production in four months.

To rollout one of the largest Service Cloud implementations in Salesforce history in record time, the customer support transformation group within IBM operated as a startup.With a small team and agile approach it was able to test their system and refine processes fast, before releasing changes and training the wider organization.

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IBM, one of the world’s largest and most complex enterprises, is making their vision to...

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