OwnBackup Transforms its Business with Vicasso and Salesforce

Vicasso recognized in 2021 Salesforce Partner Innovation Awards

Salesforce Partner Innovation Award 2021 Winner

We are happy to announce that Vicasso's Service Cloud work with OwnBackup has been recongized at this year's Salesforce Partner Innovation Awards. In an effort to optimize the processes surrounding their service experience, OwnBackup turned to Vicasso's applications, available on the AppExchange. An important consideration for OwnBackup when choosing an AppExchange app was the time-to-value, which Service Experience Suite delivered. Implementation of all the products—Email to Case Premium, Case Merge Premium, and Case Split—was a breeze. An added bonus is that the apps even allow for changes from power users who are not Salesforce Admins, which saves time when needing to make small tweaks.

For this innovative work, Vicasso has been named a recipient of the Salesforce Partner Innovation Award in Service Cloud. Service Experience Suite was able to drive down OwnBackup’s case handling time while still maintaining a high level of service and customer satisfaction. In fact, time to resolution for cases decreased 33% per quarter in 2020 with a collective decrease of 56% year to date. These metrics are impressive and show how OwnBackup is able to support more customers without having to hire additional reps in a direct ratio.

“Salesforce Partner Innovation Award winners such as Vicasso work relentlessly to enable customers,” said Tyler Prince, Executive Vice President, Alliances & Channels, Salesforce. “Salesforce partners are integral to enabling digital transformation and success for customers in our new work-from-anywhere world.”

Salesforce partners are part of the growing Salesforce economy, which according to a new study by IDC, is projected to produce more than 9 million new jobs and $1.6 trillion in new business revenue by 2026. The study finds that Salesforce is driving massive gains for its partner ecosystem, which will see $6.19 in gains for every $1 Salesforce makes by 2026.

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November 20, 2021