Salesforce
BlackCRM – Case Management for World-Class Support Centers
BlackCRM is a native Salesforce.com application that elevates case management to the level of a world-class service and support tool by building in industry-recognized best practices for problem solving, decision making, knowledge management, performance analysis, and collaboration. Focusing on the key elements of Business Logic and Collaborative Knowledge during the case management life-cycle, BlackCRM brings the proven practices from successful methodologies into your organization, increasing adoption, decreasing time to resolution, shortening time to proficiency, and facilitating a better customer experience. Read more about BlackCRM.
PIIT Viper – Problem & Incident Management for IT Helpdesks
PIIT Viper is a frontline tool for the IT Helpdesk to manage Incidents, identify Problems and perform root cause analysis to define Known Errors or interface with the Change Management Process. PIIT Viper integrates the ITIL endorsed Kepner-Tregoe methodologies for Situation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem Analysis for leading edge business process to resolve Problems and Incidents. Built on the force.com platform, PIIT Viper has all the full featured capabilities to help IT focus on restoring normal service operation as quickly as possible and minimizing the adverse effect on business operations. Read more about PIIT Viper.
Salesforce CRM Consulting Services
Stone Cobra is a Registered Consulting Partner with salesforce.com to provide top tier implementation, customization and integration services. Stone Cobra works with the industry leaders in Service & Support to define the leading edge processes used by world-class Support organizations. See Stone Cobra Salesforce Consulting for more information.
