SAP branding and market standard design in CSM portal, with a mature ServiceNow ITSM, with multiple integrations, superior communication enhancements and more

About the Client

CallidusCloud is a global enterprise software and SaaS company headquartered in Dublin, California. The company is best known for its cloud-based solutions for sales effectiveness, sales performance management, and Sales Execution (CPQ, CLM) software and services.

CallidusCloud provides Software as a Service (SaaS) solutions for marketing and sales effectiveness. Their suite of solutions includes applications to identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate quote and proposal generation, and streamline sales compensation. Additionally, they offer customer experience monitoring, sales gamification, and learning management, including content authoring.

Business Requirements & Key implementations

Basic OOTB CSM was already implemented on their ServiceNow instance, but it was not fulfilling their original requirements. Their ITSM was not fully implemented; it was just configured as an Add-on to the CSM suite.

The key requirement was to improve the CSM and ITSM by adding various features and custom-built integrations.

Below are the primary areas where the requirements were focused:
- Customer Experience
- Operational efficiency
- Implement Knowledge & Community Management
- Custom Integrations

The Solution

Implementation of Read-Only users Implementation of AE and COE team access for having management view on support functions
Implementation of Targeted Communication module
Configured Survey and Metrics to measure the performance of the team.
Configured contextual search of case creation page to show self-help articles to customers.

The Benefits

Optimized processes and improved performance of CSM portal.
A dynamic custom solution was developed to meet business requirements
Leveraged ServiceNow product features to build a custom solution
Good user experience and satisfaction
Less manual work for agents and more automation within the system
Change management is better controlled by capturing approvals and related activities within the tool.
Dashboards with key reports for better visibility
Dynamic implementation with easy data maintenance

Jira integration from ServiceNow has been a challenge for us. We have had two implementation partners working on it and still could not get it into production until we got (Jade Global) involved with this integration a month back. With (their) help, we have figured out the attachment issue bi-directional and many other issues reported by our business users.
On behalf of the Callidus team wanted to thank (Jade Global’s) efforts in getting this integration up and running

- Nita Panda, Sr. IT Project Manager