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Carbonite

Carbonite is a leading provider of cloud and hybrid data protection solutions that fuel business continuity for small and midsize businesses. The company supports more than 1.5 million individuals and small businesses worldwide, ensuring their important data is protected, available and useful.

“Informatica Cloud Application Integration shaves at least 20 seconds off the time needed to create each case. Our 220 agents are creating hundreds of cases every day, so the savings in time, money and headcount is dramatic.”

— Vice President of Customer Support, Robert Frost, Carbonite

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Business Need

Accelerate Sales, Marketing and Services decision making

Support rapid business growth with access to trusted information at every touch

Deliver exceptional, responsive customer support during every engagement

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Challenges

Manage 3-fold growth in Salesforce data— legacy cloud integration unable to cope; too many processing errors

Integration of data from legacy platforms onto the Force.com platform was slow, preventing the business from having a single view

Manual data entry was slowing client interactions and impacting Salesforce.com adoption

Sales and Marketing Operations did not have access to the data needed

Disconnected business unit data silos were inhibiting the potential of Salesforce.com

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Solutions & Results

Delivered sales, marketing and services data rapidly and with ease

Reduced individual support case creation time by 20 seconds using real-time integration (hundreds of cases created each day), saving time, money and headcount

Accelerated Force.com adoption across the enterprise

Automated service agent workflow and enhanced the client experience

Increased quality and reliability of service case records

Provided sales and support teams with 360-degree view of customer marketing campaign history

Empowered company to deploy ongoing automated workflow guides in a self-sufficient manner

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Products & Services

Informatica Cloud

A family of cloud data integration solutions specifically designed to help SaaS application and platform customers integrate cloud-based data with the data residing in on-premise databases and systems or between cloud applications.

Informatica Global Customer Support

Designed to provide your organization with the support you need, where and how you need it.

Informatica Email Verification Plus Hygiene

Proven email verification and hygiene solution increase deliverability, protects sender reputation and improves email marketing performance.

Carbonite delivers exceptional, responsive customer support

This leading provider of cloud and hybrid data protection solutions needed to quickly deliver customer information in order to improve customer support. See how Carbonite uses Informatica Cloud to share relevant and trustworthy Salesforce.com information in real-time to save time, money and headcount.

Success Stories

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Schneider Electric

Improved collaboration across business units, enables Schneider to increase sales in multi-business opportunities by 10-20%.

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Toshiba America Business Solutions

Informatica Cloud gave sales teams a single, 360-degree view of customer situation.

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British Telecom

With Informatica Cloud, British Telecom streamlines and accelerates executive decisions by unifying reporting across nine Salesforce instances and multiple business units.