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Case Study Summary
Industry Communications and Media
Endpoints MS-SQL Server, RightNow, salesforce.com
Business Problem Solved Customer Master Integration, Lead Qualification Integration

Business Problem

  • Multi-system integration
  • Extract panelist info into RightNow Customer Support
  • Extract opportunities from RightNow to salesforce.com
  • Opportunity status sync from salesforce.com to RightNow
  • Tight deadlines

Competing Technologies

  • Rejected Custom Code
    • Uses too many resources (coding and database admin)
    • Lacks scalability or visibility
  • Rejected IBM – rejected after bakeoff with Cast Iron

Solution

  • Phase I
    • Moved Panelist data to RightNow
    • Provided 360 degree view
    • Reps & Engagement team fully informed
  • Phase II
    • Leads created in salesforce.com from RightNow Opps
    • Campaigns with webforms create Opps in RightNow

Results

  • Phase I completed in 14 days
  • Estimated $25K in labor savings in just 1st month, projected $150K savings in first year