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

Business Need

Accelerate Sales, Marketing and Services decision making
Deliver exceptional, responsive customer support during every engagement

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

Challenges

Manage 3-fold growth in Salesforce data— legacy cloud integration unable to cope; too many processing errors
Manual data entry was slowing client interactions and impacting Salesforce.com adoption
Disconnected business unit data silos were inhibiting the potential of Salesforce.com

Integration of data from legacy platforms onto the Force.com platform was slow, preventing the business from having a single view
Sales and Marketing Operations did not have access to the data needed

Solutions & Results

Delivered sales, marketing and services data rapidly and with ease
Accelerated Force.com adoption across the enterprise
Increased quality and reliability of service case records
Empowered company to deploy ongoing automated workflow guides in a self-sufficient manner

Reduced individual support case creation time by 20 seconds using real-time integration (hundreds of cases created each day), saving time, money and headcount
Automated service agent workflow and enhanced the client experience
Provided sales and support teams with 360-degree view of customer marketing campaign history

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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.

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