how dexmedia improved decision-making with salesforce & remedyforce

Remedyforce Reporting & TrendingMike Leveiller

Dex Media

@DexMediacom

Exported Data From Remedy Into Excel Data Dump

1 Of 28 Tabs With Pivot Tables

Example Of Charts / Pre- Remedyforce

Problem #No of Incident

Records Description Problem: Owner Role Last Queue

Problem #:00000488 26DOMAIN FORWARD CALL IS CHECKING THE WRONG TABLE SharedApps-LOS-Acn SOA

Problem #:00000522 9

In Track Phone Maintenance Link the SP, GOOGLE and BING Number is showing on "Wait on Update SharedApps-Dev-Acn Vision

Problem #:00000730 7Not able to pull SuperVisibility Report attempt to but no info shows SharedApps-Dev-Can Vision

Problem #:00000444 5TRACKING PHONE DESTINATION PHONE UNMAPPED CALLS SharedApps-Dev-Acn Vision

Problem #:00000577 4Phone Track Maintenance not available to reprovision new number SharedApps-Dev-Acn Vision

Problem #:00000876 4Categories on listing ID# 205087073 disappeared when I approved pending transaction over. SharedApps-Dev-Acn Vision

Problem #:00000865 4DS Monthly Report job (sds_m_financial_reports) is running very slow. SharedApps-LOS-Acn Distribution

Problem #:00000859 4Unable to make changes via bulk adgroup reorganization for MSN campaigns DigitalProd-Dev-SM

BidCenter Development

Problem #:00000709 4

Add entry for "intentiq" in bypass_pageid_cobrands.properties file on clickthru servers. DigitalProd-Dev-SM

Digital Product Environment

Problem #:00000494 4It appears as though the Mobile Website has not been provisioned by gomobi. SharedApps-LOS-Acn Vision

Example Of Charts / Pre- Remedyforce

Salesforce1 displays Remedyforce Charts beautifully…even on mobile devices

Old

New

• Looks Pretty!• 20 min to create/month (x28)• Tricky to make changes• Old Information when reviewed• Cannot Drill-down for details

• Looks ALMOST as Pretty!• 1 sec to create/month (click

refresh)• EASY to make changes• CURRENT Information when

reviewed• Can Drill-down for details

Excel Salesforce

Deep Dive

Bucketing

Final Result

Multiple Trending

Backlog

Result

Step 1: Age in Days

13 Months

Customized

Step 2: The Report

Step 3: The Report

Step 4: Grouping the dates

Step 5: Verify all Groups

Final Report

Final Result

24

Questions