Hang up on siloed data
MCM says goodbye to siloed data with Sunshine
As the leading telecommunications provider for Latin America, MCM needed an easy way to find and sort customer information. Using Sunshine, they built an app to retrieve customer entitlement and licence data from their internal database and Salesforce CRM.
Implemented in less than 3 WEEKS
PLATFORM COMPONENTS USED:
Customised objects
Business challenge
Agents were struggling to access key customer data using manual, inefficient retrieval processes. They also received 20 different kinds of tickets, making it difficult for the team to know which ticket fields were required to complete.
Platform solution
Using Custom Objects, MCM integrated data from disparate data sources, including Salesforce CRM, directly into Sunshine. MCM then created a drop-down sidebar app that would auto-populate necessary data once the ticket type was identified. Before, agents jumped between multiple systems to aggregate data and guessed which fields to fill. Now, Sunshine allows them to work in one simple system — automating manual processes and leading to smoother communication with customers.
