#F secure customer support software

'If it were any easier to do so, very little else would check the growth of crypto-ransomware's business model.' We’re a stronger company with Salesforce,” said Pierrot.'We should be thankful that there are at least some practical barriers to purchase Bitcoins,' wrote Sean Sullivan of F-Secure in a Wednesday post to the firm's blog. We can scale more easily, we can care for our customers more effectively and we can generate more sales. This continuous cycle of innovation and improvement helps F-Secure react faster and grow stronger. It helps people feel more involved as they know they can have a direct impact on the future of the business.” We can quickly test out suggestions from the team in our sandbox environment, and if they work, we roll them out globally.

As Keskinen explained, “Salesforce is a living platform. The online community also acts as an ideas board for expanding the use of Salesforce within the business. With people in 20-plus countries, it helps bridge the geographical divide,” said Urpi. “Chatter has brought our sales and customer care teams closer together. Updates on these new releases and other company announcements are shared via Chatter. Information captured in Service Cloud is fed to its research and development team, so they can make enhancements to future releases. Continuous innovationį-Secure can also ensure its products continue to meet the needs of its customers. The delivery team can see the status of upcoming sales and ensure resources are available as soon as the contract is signed,” said Pierrot. “With Salesforce, we can provide a seamless customer experience. If a case needs escalating, account managers can engage with their colleagues in the customer care team via Chatter.”į-Secure’s unified approach to sales and customer support has helped improve its Net Promoter Score (at 50 in Q3 2016) and customer satisfaction. “Service Cloud tracks our performance against service level agreements (SLAs), which makes it much easier to meet them. “It’s hard to excel in customer care without the right tools,” Pierrot affirmed. This visibility enables account managers to stay close to their customers throughout their relationship. Now we can all jump on cases and check in seconds,” said Keskinen. “We used to have to wait for data to be uploaded to the data warehouse, and even then only certain people had access.

“With Service Cloud, we can provide consistent and seamless service across multiple geographies to improve the customer experience,” explained Pierrot.Įveryone in the sales and support teams can view cases and create their own reports by customer, language or product. Happy customersĪll the customer data logged by the sales teams is also available to the customer care team via Service Cloud, which means they can provide more informed responses to queries. This gives them a unique insight into performance, and what needs to be improved,” explained Urpi. “The sales teams can instantly see key metrics on the dashboards, such as order intake, number of active resellers, pipeline opportunities, and average lead handling time. It can also see how these and other opportunities are helping F-Secure to hit sales targets.

For example, large-value operator opportunities, which involve lots of people, follow a highly regimented process. Thanks to the flexibility of the solution, F-Secure has been able to vary its sales workflows according to the customer. “It also takes less time to on-board new resellers, which means they can start selling faster.” “Our sales teams are more efficient with Sales Cloud,” explained Toni Urpi, Service Owner at F-Secure. Sales Cloud underpins the entire sales process at F-Secure, from automatically logging and assigning online leads to tracking communications and creating customer accounts following the placement of an order. “Using the same platform in all our 20-plus countries ensures consistency and quality for our customers,” said Keskinen. The phased implementation of Sales Cloud started in 2013, and the solution is now used across every region and every market in both sales and service functions. “Salesforce is easy to maintain, configure and use.” “It ticked all of our boxes,” commented Keskinen.

#F secure customer support software

“It was often slow to respond, and any minor changes had to be made by an external consultant.” Greater sales insightsį-Secure, which provides security software and services, spent six months investigating the best CRM solutions on the market before selecting Salesforce. “It restricted our ways of working,” revealed Marko Keskinen, CRM Business Owner at F-Secure. Although the company already had a CRM system that was designed to capture this type of information, it was cumbersome to manage and maintain.