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BACK OFFICE
BOOTS UPDATES HR WITH SALESFORCE
Boots has deployed Salesforce Service & Support to 65 human resources (HR) professionals in the UK to create an adaptive, multi-tenant HR support system.
Boots PeoplePoint is the UK
pharmacy-led health and beauty retailer’s HR shared service centre, supporting supports hundreds of daily incoming enquiries from Boots’ retail stores from around the UK and its support offi ces in Nottingham and Feltham.
Until recently, PeoplePoint used SAP customer relationship management (CRM), which Boots was fi nding increasingly diffi cult to modify and support. Developed and launched in only four months, Salesforce Service & Support is now helping Boots’ HR team in the UK to respond effectively and in a personalised manner to employee enquiries. As a result, it is also able to rapidly customise the software-as-a-service (SaaS) without engaging the technical support team.
The SaaS case management functionality allows the team to document employee issues, use the knowledge base to help resolve them, report them and create the necessary 360-degree staff view. For example the team has developed a case ranking process, which automatically escalates the most urgent HR cases. Boots also took advantage of the
power of Salesforce’s Idea Exchange to promote an idea associated with ‘advanced look-ups’ that would further better usability and increase effi ciency. As a result, the proposal was subsequently incorporated into a forthcoming edition of the SaaS product for all Salesforce users.
RETAIL TECHNOLOGY NOVEMBER/DECEMBER 2011
INTERFLORA DEPLOYS PRIVATE CLOUD
fl ower ordering platform by deploying it on a private cloud computing infrastructure. With its core fl ower ordering platform at full capacity, supporting a network of over 1,800 member fl orists, many of whom are small, often family-run, companies, and with some of the platform’s equipment and operating systems reaching the end of their operational lifecycle, Interfl ora needed to establish a new capability providing a Payment Card industry (PCI) and Sarbanes Oxley compliant private cloud solution that fi tted its bespoke and demanding requirements. Interfl ora responded to this need by
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investing in a private cloud solution from managed services specialists, eLINIA. The platform, now based on RedHat Linux and hosted at eLINIA’s Slough data centre, gives Interfl ora a robust and highly secure hosting
lower delivery franchise network Interfl ora is enhancing the effi ciency, scalability and performance of its core
platform that boosts performance and follows the company’s corporate roadmap of using computing components developed using an open source model. As the infrastructure experiences extreme
bursts of traffi c around key trading periods like Valentine’s Day, Mother’s Day and in the lead up to Christmas, it is critical that the company’s core ordering platform is highly scalable and fl exible in order to accommodate peaks and troughs in web traffi c. The infrastructure-as-a-service (IaaS)
provider said its platform meets this requirement to such a degree that existing Interfl ora stress tests simply cannot break the platform. And, when compared with the old system, the company recognises eLINIA is delivering a far more effi cient service at the lower operating costs, along with its mandatory requirement for the highest levels of security plus PCI and Sarbanes Oxley compliance.
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