Case study
MACMILLAN LEARNING
Helping Macmillan Learning connect with their customers and transform their experience by implementing Salesforce Service Cloud.
Macmillan Learning develop world class content and provide pioneering and interactive teaching tools. They partner with educators and institutions to enable the learner to achieve and improve outcomes.
The problem
With the merger of Macmillan Higher Education and Macmillan New Ventures to form Macmillan Learning there was a requirement to replace five separate Desk.com systems with one consolidated Salesforce Service Cloud platform. Customer data was in silos, status reporting was weak, and analytics capabilities were limited. This hindered effective sales agent and SLA management and reporting.
Andrew Crenshaw, Senior Director, Macmillan Learning
”Ribbonfish have deep publishing expertise. They are smart, flexible and always looking for ways to make improvements. I highly recommend them.”
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