Motion Picture Solutions Unifies Global Service Operations with Salesforce Service Cloud
In the world of global film distribution, success is measured in seconds, and reliability is non-negotiable. For Motion Picture Solutions (MPS), a leader in digital cinema technology, the fast-approaching retirement of its legacy system created a high-stakes challenge: transitioning five specialized teams to a new platform while maintaining a strict 15-minute SLA — all without disrupting service. This is the story of how MPS turned pressure into a strategic advantage, forging a unified service platform that delivered performance under the industry’s tightest deadlines.
About Client
Motion Picture Solutions (MPS) is a leading international provider of technology and services at the very heart of the global film industry. Acting as the crucial link between film distributors and cinema exhibitors, MPS ensures that theatrical releases are flawlessly prepared, localized, and securely delivered to screens around the world. Their expertise is trusted by major Hollywood studios, independent distributors, and cinema chains alike, making them an indispensable partner in bringing motion pictures to a global audience.
The Challenge
MPS faced a series of operational challenges, defined by a convergence of technological necessity and market demands. The primary driver was the impending retirement of their legacy service platform, which established a demanding and immovable timeline for the transition.
Beyond the stringent timeline, the project had to address significant operational complexity. The new solution needed to unify and streamline the distinct workflows of five specialized support teams, each with its own processes and requirements. The unified system also had to enforce strict adherence to a demanding 15-minute Service Level Agreement (SLA) – a performance benchmark that required impeccable execution from the moment of launch. Furthermore, an impeccable integration with the core email infrastructure was a fundamental requirement, as it serves as the main pipeline for all client service requests.
Products Used
The Solution
To conquer the challenges of a fragmented and manual workflow, a powerful, unified platform was forged for MPS. The power of the solution came from strategically combining Service Cloud’s robust, standard functionalities with system integrations. At its core, every incoming request was intelligently captured via Email-to-Case and then instantly routed to the correct specialized team through a system of queues and assignment rules. This ensured every issue landed with the right expert in seconds.
To uphold their demanding service promises, a precise SLA tracking mechanism was embedded into the system, providing constant, real-time visibility into performance. The platform was fortified with robust security and permission structures, giving granular control over data access for every role and profile. To unlock strategic insights from this new wealth of data, a suite of custom reports and dashboards was developed, transforming raw numbers into a clear, actionable view of the entire service operation.
Finally, to create a truly seamless workflow, the solution was integrated with essential systems like Mimecast and Amazon SQS, creating an uninterrupted, automated end-to-end flow of information
The Results
In the fast-paced, high-stakes world of global film distribution, MPS now operates with unparalleled precision and control. The transformation has redefined what’s possible for their service delivery, embedding a new standard of excellence into the fabric of their operations. The impact is clear, creating a powerful ripple effect of reliability, efficiency, and strategic insight across the business.
- A New Standard in Operational Certainty: MPS now manages over 20,000 monthly service requests, consistently meeting a demanding 15-minute SLA. This mission-critical reliability has become a cornerstone of their service promise to the world’s top film distributors.
- One Team, One Mission: The once-siloed operations of five specialized service teams have been unified into a single, powerhouse hub. This creates absolute consistency in service delivery and centralizes control over their entire support ecosystem, ensuring every client receives the same level of care.
- Clarity that Drives a Smarter Business: With a single source of truth for all film titles, MPS has unlocked a new dimension of business insight. This clarity provides crystal-clear reporting, tighter cost control, and a robust, scalable foundation to support future growth and innovation.
- Empowered Teams, Accelerated Results: Service teams are now empowered to work faster and smarter. Armed with powerful automation, mobile access, and flexible case management tools, they resolve complex issues with greater speed and precision, directly enhancing the quality of service.
A clear set of ambitious criteria was established to define a first phase of the project. The primary objective was foundational: to forge Salesforce into the undisputed single source of truth for all customer data. This would allow for a unified view by seamlessly comparing sales and service information.
This strategic clarity was tied to concrete operational wins: implementing powerful process automation and delivering accurate, insightful reporting on the deal pipeline. By staying laser-focused on these goals, MPS ensured that potential risks like slow adoption or performance dips never materialized, delivering on every measure of success with precision and control.
Enxoo understood our business really quickly, worked closely with us to design and them implement service cloud. The team went out of their way to build good relationships and were never phased with any of the “strange” things that happen in our business domain.
Linsey Giles, Chief Technology Officer, MPS
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