Case Study: Intralinks boosts CSAT to 92%, cuts costs and consolidates 110 numbers to one with 8x8

Financial Software Provider Trusts 8x8 to Deliver a Global CX Vision

Intralinks is a global virtual data room provider serving financial services and 99% of the Fortune 1000 with users in 45 countries. Its customer support was hampered by aging analog PBX equipment and an analog-to-digital call path that degraded call quality, drove customer complaints and left CSAT in the mid-80s—below the 90% target—while 110 legacy numbers and high telecom costs limited scalability.

Intralinks moved to 8x8’s cloud-based Virtual Contact Center and Unified Communications to unify telephony and call-center systems onto a reliable global VoIP network. The migration improved call quality and visibility, enabled rapid fixes (e.g., reducing Japanese caller hang-ups by two-thirds), consolidated numbers, and drove strong financial results—immediate 40% ROI, AT&T line costs falling from $16,000 to $1,200, and CSAT rising to ~92% (ROI exceeded 100% by 2018).

IntraLinks

Brian Court

Director of End User Support