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VeriSign Case Tracking and Management System Implementation

About the ClientVeriSign operates digital infrastructure for voice and data networks,processing as many as 31 billion Internet interactions and supporting morethan 100 million phone calls every day. In addition to powering the deliveryof mobile content to personal computers, mobile phones, and televisionsets, the company helps organizations provide emerging services such asmobile banking, Voice over Internet Protocol (VoIP), and video overbroadband. Its layered security solutions protect consumers, brands,websites, and networks. More than 750,000 web servers carry a VeriSigndigital certicate.

VeriSign has ofces throughout the Asia-Pacic region, Europe, LatinAmerica, and North America.

Setting the Stage

Exceptionally strong customer service and support are the hallmarks of allsuccessful companies, and the tools required to provide top-notch clientservices are critical to such success. VeriSign, a company renowned forexceptional customer service, supports its extensive client base via twoprimary technical support groups, both of which rely upon a case trackingand management system that was no longer supported by the software

provider. It was time to upgrade this vitalsystem in order to meet its customerdemands. According to a VeriSign executiveinvolved with the project, VeriSign hadseveral drivers for this case tracking andmanagement migration project. The rstwas the need to consolidate our casemanagement tools. The second was the needto move off of the tools we had been using

and which were no longer supported. Finallywe wanted to deploy a case managementtool that was easy to maintain and enhancein the future.

VeriSign selected tools and technologies from Salesforce.com to meet theirsupport needs, and the experts from iTalent for its smooth integration andimplementation. After being involved with over 50 integrations ofSalesforce.com, we recognized VeriSign had some unique case tracking andmanagement tool requirements, said Fred Walters, iTalents CRM PracticeDirector. We were very excited to be a part of VeriSigns implementationefforts, and we knew we had the expertise to exceed their expectations.

Tackling the ChallengesIn addition to moving away from a hosted solution and ontoSalesforce.coms on-demand solution, VeriSign sports a variety of uniquetool requirements that really tested the mettle of iTalents implementationexperts. For starters, due to VeriSigns various exacting support standards,iTalent needed to extend the capabilities of the Salesforce.comtechnologies in order to not only facilitate a successful migration, but makethe nal deliverable usable. Indeed, during the early days of themigration project, VeriSign was told it would be impossible to extend thecapabilities of Salesforce.com.

iTalent, however, looked at the challenges from a completely differentvantage point. Using a unique approach, iTalent built extensibleintegrations for the Salesforce.com technologies that made extensive use ofVeriSigns robust knowledge and enterprise systems to not only meet its

Vital StatisticsClient: VeriSign

Industry: High Technology

Geography: Global

Project Results iTalent successfully completesproject in the committed three

month timeframe.

iTalent successfully creates

extensible integrations for

Salesforce.com technologies to

satisfy VeriSigns business

needs.

iTalents expertise

extends beyond original

project scope and into other

key VeriSign systems.

iTalent requires minimal

resources to completeproject.

iTalents team of

implementation

professionals employs innovative

solutions to complete a project

others said was impossible.

Case Study

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Contact UsiTalent Corporation5201 Great America Parkway

Suite 519

Santa Clara, CA 95054

408 / 496-6200

business needs, but actually exceed them. Amazingly, from start tonish, iTalent completed the implementationan implementation otherssaid couldnt be donein a mere three months, and with very limitedresources comprised of a single VeriSign employee and three iTalentemployees. VeriSign states, iTalent helped us deliver business value veryquickly. They committed to a schedule and then met that schedule,

including both technical capability as well as user adoption efforts.iTalent provided us with a whole package, making it very easy for us toquickly move forward.

Delivering Beyond ExpectationsiTalents expertise and experience actually extended well beyond VeriSignscase tracking and management migration project, providing overallexpertise and integration assistance across various other VeriSign systems.And as a result, VeriSign states additional efciencies are being realized byusing the tools and integrations implemented by iTalent.This includes metrics and dashboards, improvedinterfaces with our other applications, and additionaldeployments, says a VeriSign executive.

Thats what happens when you have people who are not

just experts in the art and science of enterprise systemintegration and implementation, but themselvesusers of those very systems. The blending of those twoschools of thought provides the foundation upon whichtruly unique, innovative, and creative solutions come tofruition. Having been extensive users of CRM systemsourselves, says iTalents Maritza Quintanilla, was keyin ensuring we provided VeriSigns business users with asystem that was usable, intuitive, and efcient. Based onour breadth and depth of CRM experience, we were ableto suggest and implement a variety of system enhancements and featureswhich ensured a successfuland enthusiasticadoption of the newplatform.

Building a Strong RelationshipThe case tracking and management tool migration project wasnt the rsttime VeriSign looked to the expertise of iTalent. In fact, the very reasonVeriSign tapped iTalent for the migration project was because of iTalentsprevious performance on other VeriSign projects. Weve always hadexcellent results with iTalent and its project execution capabilities, saysVeriSign. iTalent thoroughly understands VeriSigns business needs and isable to consistently deliver on those needs with minimal overhead andresource requirements, smoothly integrating into VeriSigns workow.Were very proud of our long standing relationship with VeriSign, saysiTalents Walters, and this project is another example of our ability tomeet a wide range of critical business needs. Indeed, iTalents expertisehelps VeriSign deliver on its promise of trust to its customers.

About iTalentAt iTalent, were honored to have some of the worlds most renownedhigh-technology companies as clients, including VeriSign. We aretechnologists ourselves and have experienced the challenges of stafngprojects with high-quality IT talent. It is through our ability to truly understand each clients needs that we are able to deploy the right people,processes, and technologies to overcome otherwise daunting initiatives toachieve unparalleled results and success.

We have more than 75 years of combined expertise in leading and stafnglarge-scale IT projects for many Fortune 500 companies, with particularstrength in high-tech vertical markets. iTalent is focused on, and dedicatedto, delivering services that maximize the value of its clients human andtechnology investments.

iTalent providedus with a whole

package, makingit very easy forus to quickly

move forward.Director, VeriSign, Inc.

VeriSign Case Tracking and Management System Implementation

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