Barco International enters the cloud to boost customer care

Barco International, a global technology company, designs and develops visualisation solutions for a variety of selected professional markets, including medical imaging, media and entertainment, and transport.

Barco was struggling to deliver responsive, reliable, and consistent customer support in the Netherlands and elsewhere, owing to a reliance on disparate, fragmented systems. More specifically, there were problems around complaint handling that was not categorised, which resulted in poor customer support being one of the customers' most common complaints.

Another problem was the lack of integration with the back-office ERP system, which led to double entries.

The Barco team needed to adhere to rigorous service agreements for customer support, despite the fact web and email-based enquiry functionality was very limited.

Solution
Following a highly successful Salesforce CRM SFA deployment to 75 professionals within its medical sales division, Barco implemented Salesforce CRM Service & Support worldwide to 270 staff to support globally unified service request management.
  
Barco chose salesforce.com following a competitive evaluation, which included Siebel/Oracle and Microsoft. Salesforce CRM was selected based on functionality, user-friendliness, and straightforward integration with the back-office ERP platform.