We had a pretty large Salesforce deployment across our company. This deployment was for all internal customers around our globe, such as shared services and business services, which were connected with the contact centers in each region of the world (NA, LATAM, ASPAC and EMEA). Salesforce was the platform that we consolidated all our Level 1 and Level 2 processes on. We brought it together with Genesis across all call centers which integrated our platforms.
When we first did the assessment, this was at a global level. We were putting in a standardized software platform for all the corporate functions, such as HR, finance, procurement, payroll, and compliance. We standardized all their processes on Salesforce case management and knowledge management. Key day to day to day integration was required with ServiceNow and Workday and other financial systems, such as SAP. We used Salesforce as one of our enterprise platforms.
We use ServiceNow for the IT side of our operations and needed to e-bond tickets and requests across these systems