| Challenge |
| The Wall Street based trading technology provider wanted to redesign its global Sales and Customer Support/Help Desk organizations and processes. NYFIX hired Navatar to re-design the processes and transition to the salesforce.com platform. |
| |
|
| Solution |
|
 |
Conducted process re-design phase to understand current Sales & Support processes, organization and practices |
|
|
Designed new processes and obtained consensus from various groups |
|
|
Successfully implemented salesforce.com to support the new organization and processes |
|
|
Helped roll out system to all constituents |
| |
|
|
|
| Results |
|
|
Will potentially improve response time for trouble tickets |
|
|
Foundation for more accurate business metrics and measures |
|
|
Central tracking for all types of trouble tickets |
|
|
Standardized processes for different tiers of Support |
| |
|
|
|
