Manage. Share. Succeed.

Transcription

Manage. Share. Succeed.
To us, success is more than consistent growth, an increasing customer
base, and industry awards.
The nature of our business demands that we work hard to ensure that
all of our customers want to remain our customers.
Forever.
Because we can’t really be successful unless our customers are.
The real salesforce.com success story isn’t about our company at all.
It’s about the successes of thousands of salesforce.com customers.
Like these…
CRM Success in the Cloud
True stories of companies that transformed their business with Salesforce CRM
24 Hour Fitness ............................................................. 4
Konica Minolta .............................................................. 31
AlliedBarton Security Services ................................ 5
Misys Banking Systems .............................................. 32
Alltel .................................................................................. 6
Motorola .......................................................................... 33
AMD .................................................................................. 7
NJ TRANSIT ..................................................................... 34
American Medical Response . .................................. 8
Papa Murphy’s Take ‘N’ Bake Pizza .......................... 35
Aon .................................................................................... 9
Polycom ........................................................................... 36
ASCAP . ............................................................................. 10
Qualcomm ...................................................................... 37
Ashland ............................................................................ 11
Quantum ......................................................................... 38
Borland . ........................................................................... 12
Restoration Hardware . ............................................... 39
Bronx Lab School ......................................................... 13
Ryder . ............................................................................... 40
Cars.com .......................................................................... 14
Segway . ........................................................................... 41
Chase Paymentech Solutions .................................. 15
Shopping.com, an eBay company ......................... 42
Cisco . ................................................................................ 16
Siemens PLM Software . ............................................. 43
Cognos ............................................................................. 17
Síminn .............................................................................. 44
Corporate Express ........................................................ 18
SmartMoney .................................................................. 45
Cray, Inc. . ......................................................................... 19
SunEdison ....................................................................... 46
Dell .................................................................................... 20
SunTrust Banks .............................................................. 47
Dimension Data ............................................................ 21
Symantec . ....................................................................... 48
Dreambuilder Investments . ..................................... 22
The Häagen-Dazs Shoppe Company .................... 49
E*TRADE FINANCIAL ................................................... 23
The HoneyBaked Ham Company of Georgia ..... 50
F5 Networks ................................................................... 24
The Wall Street Journal . ............................................. 51
Fujitsu Network Communications ......................... 25
Time Warner Cable Business Class ......................... 52
Google Enterprise ........................................................ 26
Toyota Motor Europe .................................................. 53
Harris Interactive .......................................................... 27
Voices.com . .................................................................... 54
Informa ............................................................................ 28
Index: Customer ........................................................... 55
Kaiser Permanente . ..................................................... 29
Index: Industry .............................................................. 56
Karl Strauss Brewing Company ............................... 30
Business is really looking up for us; things are gelling,
and Salesforce CRM has been a big part of it.
6
24 Hour Fitness
Industry:
Healthcare
Profile:
The world’s largest privately
owned and operated
fitness chain
CHALLENGES
SOLUTION
RESULTS
:: Consolidate all corporate sales groups on
:: Selected Salesforce CRM Enterprise
:: Increased business in corporate sales
one CRM platform
:: Create a unified view of customers by
combining disparate CRM systems
:: Overcome the integration, data transfer,
and laptop theft issues that plagued prior
consolidation attempts on ACT!
:: Deploy a stress-free solution that can be
customized without draining IT resources
Edition over competing products from
vendors such as SalesNet
:: Extended Salesforce CRM with
applications from the Force.com
AppExchange:
— Access Hoovers integrates Hoover’s
database of 21 million companies and 28
million executives
— Pollzter for AppExchange lets users easily
create and distribute on-demand surveys
and response forms
— Sxip Audit lets system administrators
monitor security status and activities
— Attachment Manager tracks attachments
and storage usage
— Mass Update Anything allows bulk
updating of any field on any type of record
:: Easily customized and deployed the
solution in 45 days
:: Enhanced the solution with Salesforce
CRM Customer Service & Support
:: Offered simple training to help users
quickly begin using the new solution
by 30 percent due in part to the clear,
consolidated view of the sales pipeline
available with Salesforce CRM
:: Better transparency, reporting, and
communication across global teams
:: High adoption rate thanks to ease of use
and training
:: Easy access to other 24 Hour Fitness
systems from custom links within
Salesforce CRM
The Force.com AppExchange transformed what was already
a superior CRM system into a cohesive storehouse of solutions
that address the needs of our business units.
CHALLENGES
SOLUTION
RESULTS
:: Deploy an on-demand CRM solution for
:: Customized Salesforce CRM quickly and
:: The consolidated system tracks data from
AlliedBarton Security Services
:: Offered a 3-month sales training program
:: Management can assess accountability,
Industry:
Business Services
database management and interface
programming
:: Minimally impact IT
:: Centrally manage and share customer
and prospect contact information
easily with custom objects and fields
to educate the sales team; doubled
adoption in 1 year
:: Extended the solution with Force.com
AppExchange apps, including Clicktools,
Campaigner, advanced call scripting
applications, and an integrated
lead provider
lead generation to customer satisfaction
view business on a national level, and
measure marketing ROI using forecasts
and reports
:: Significant improvements in account
service, customer satisfaction, and
retention
:: Streamlined communication connects
sales and operations
7
Profile:
The largest American-owned and
managed security services firm
Salesforce CRM empowers us with an eagle-eye view of
the business—helping us address and improve the way in which
we attract and serve our customers.
8
Alltel
Industry:
Communications
Profile:
Owner and operator of the
nation’s largest wireless network
CHALLENGES
SOLUTION
RESULTS
:: Deploy a robust, customizable
:: Deployed Salesforce CRM Enterprise
:: Unified customer view by linking
CRM solution to accommodate
business-specific ordering systems
:: Create a unified view of customers not
available with disparate homegrown
applications
:: Gain customer visibility needed for
forecasting and planning channel
activities
Edition to 633 users with help from
salesforce.com partner Astadia; later
upgraded to Salesforce CRM Unlimited
Edition
sales reps with the call center and
activations group
:: Real-time views into sales, customer,
and pipeline information help identify
weak spots in the sales process
:: Customized the solution to include
ordering systems that link to the
activations group work queue
:: Integrated with Microsoft Outlook and
mobile devices
:: Also integrated with PeopleSoft Financial
Tools for greater visibility into customer
account information
:: Transparency of data helps standardize
pricing models
:: Achieved 85 percent user adoption
With Salesforce CRM, AMD has a global CRM platform that
delivers a solid return on our investment without compromising
any functionality.
CHALLENGES
SOLUTION
RESULTS
:: Avoid the expense and customization
:: Deployed worldwide to 800 users in less
:: A systematic solution for business process
AMD
:: Seamless integration with existing
:: Organization-wide visibility into pertinent
Industry:
Hi-Tech Hardware
of traditional client/server CRM software
with an on-demand model
:: Choose a global solution that could be
deployed rapidly
:: Ensure integration with internal back-end
systems
than 45 days; minimal impact on IT staff
enterprise applications using the
Force.com platform
:: Easy communication and capture of
development and enhancement
sales and customer information
:: Sales teams can focus on delivering
technology solutions to meet customer
needs
customer data with Force.com Connect
for Microsoft Outlook
9
Profile:
Leading innovator in
semiconductor design and
manufacturing
For the first time, we can measure progress on our
nationwide initiatives for increased success without the costs
of traditional software.
10
American Medical Response
Industry:
Travel & Transportation
Profile:
Largest private ambulance
provider in the United States
CHALLENGES
SOLUTION
RESULTS
:: Consolidate information spanning 250
:: Generated 500+ percent ROI over
:: Ensure rapid national implementation in
:: Easily defined new fields to monitor and
:: Nationwide access to unified data for
:: Choose a solution with the flexibility
:: Provided turnkey integration with
:: Management can measure effort and
:: Required no software, hardware, or
:: Improved business retention and
acquisitions, four regions, and several
contract types
35 states with minimal IT support
to create custom fields unique to
the business
:: Provide easy integration with the existing
Miller Heiman sales methodology
Edition overnight to 150 distributed
employees
benchmark the business
Miller Heiman methodology
consultant costs
1 year; $250,000 impact to the bottom
line monthly
forecasting and account management
progress on national initiatives
customer satisfaction
There is no other solution on the market that offered the speed
and flexibility an organization of our scope and size requires.
CHALLENGES
SOLUTION
RESULTS
:: Provide clients with the most
:: Selected Salesforce CRM over leading
:: Real-time dashboards meet the goal
individualized insurance solutions on
the market
:: Create a consistent view of customers
across business units by standardizing on
a single enterprise CRM solution
:: Deploy infrastructure to capture, manage,
and report on data across the company
CRM vendors including PeopleSoft
:: Integrated with proprietary pricing and
billing systems using the Force.com API
:: Deployed Salesforce CRM to 7,000
employees worldwide
of easily reporting on key performance
metrics
:: Substantially increased cross-
departmental visibility into individual
customer needs
:: Formerly siloed employees can now
collaborate to provide better value
to customers
11
Aon
Industry:
Insurance
Profile:
A leading insurance broker and
risk management consulting firm
We have the freedom to innovate and solve business
problems on demand.
12
ASCAP
Industry:
Media
Profile:
Performing rights organization
representing hundreds of
thousands of music creators
worldwide
CHALLENGES
SOLUTION
RESULTS
:: Efficiently manage the licensing process
:: Selected Salesforce CRM after evaluating
:: Sales professionals can intelligently
:: Consolidate the existing mix of CRM
:: Deployed the solution to 130 employees
:: Increased first-time call resolution
:: Dashboards consolidate data previously
:: Eliminated reliance on internal
governing music use in various venues
systems based Lotus Notes
:: Choose a solution that could be
deployed quickly
:: Integrate existing workflow processes
and billing systems
three leading CRM vendors
with help from salesforce.com partner
Bluewolf
exported from multiple databases and
then analyzed in Microsoft Access
:: Installed a Vacation Request application
manage their accounts
rates improved productivity and
IT resources
:: Employees and managers efficiently file
and track vacation requests, cutting down
on administrative busywork
from the Force.com AppExchange to
track employee time off requests and
accruals with no additional investment in
developer resources
Salesforce CRM helped us quickly improve productivity and
boost customer service levels.
CHALLENGES
SOLUTION
RESULTS
:: Easily share customer information among
:: Deployed Salesforce CRM to 50 sales reps
:: Enhanced lead process makes the
various departments
:: Enhance the customer service team’s
productivity
:: Share information with members of the
company’s supply chain
:: Effectively and centrally track all customer
service activities
:: Manage a complex sample management
process; provide an audit trail for all
samples and approval histories
in 3 months and ultimately to 1,000+
users in the sales and customer service
organizations
:: Upgraded to Salesforce CRM Unlimited
company a more attractive distributor to
its suppliers/customers
:: Customizations and workflow
automation improve sales processes,
which boosts productivity and improves
the bottom line
Edition and added 750+ users
:: Integrated SAP’s customer master, vendor
master, and materials master across 2,500
potential users companywide with help
from Salesforce.com Consulting
:: Created a custom application in days
on the Force.com platform to track and
manage the sample process; integrated
with an existing field application
:: Sales and customer service organizations
now collaborate on customer efforts
:: Unlimited Edition offers the agility to
create numerous, customized apps that
map to workflow and business objectives
:: Consolidating all data in one system
provides better process control,
transparency, and coordination
:: Extended the solution with Salesforce
13
Ashland
Industry:
Energy & Chemicals
Profile:
A division of Ashland Inc.,
diversified chemical company
Salesforce CRM enables more efficient processes that accelerate
our sales cycle and improve the customer experience.
14
Borland
Industry:
Hi-Tech Software & Services
Profile:
Global leader in Open
Application Lifecycle
Management (ALM) solutions
CHALLENGES
SOLUTION
RESULTS
:: Replace a cumbersome, on-premise
:: Selected Salesforce CRM Unlimited
:: Boosted user adoption and accelerated
:: Successfully deployed the solution to 400
:: Simplified cross-company operations
SalesLogix system to fit a new
sales process
:: Fix a technical support Web site
experiencing intermittent outages,
impacting customer access
and satisfaction
:: Choose an agile, customizable CRM
system that could be deployed quickly
and maintained cost-effectively
Edition for its multitenant model
users; chose to extend the on-demand
model companywide
:: Integrated with Microsoft Outlook and
SmartPhones for wireless access
:: Deployed Salesforce CRM for SFA and
Customer Service & Support with help
from salesforce.com partners Bluewolf
and Appirio
:: Salesforce.com Consulting helps
with ongoing implementation and
maintenance
:: Salesforce CRM Partner Networks gives
partners access to whitepapers, content,
and demos
:: Integrated Salesforce CRM Marketing with
Eloqua to automate lead generation and
to create, execute, track, and measure
marketing campaigns
the sales cycle
with streamlined processes
:: Integration between sales and tech
support creates a consistent customer
experience
:: Integrated workflow enforces compliance
and reduces errors and manual rework
The Force.com platform provides us with the innovation we
need to transform education at our school and other like-minded
schools across New York City.
CHALLENGES
SOLUTION
RESULTS
:: Measure and track student performance
:: Built a customized CRM solution with
:: The solution has transformed the way the
Bronx Lab School
:: Administrators and teachers can now
Industry:
Nonprofit, Education,
& Public Sector
with a CRM tool
:: Hit a 90 percent attendance level to
maintain the autonomy to make decisions
on hiring, teaching, and learning
independent of a regional superintendent
:: Replace an arcane legacy system that
generated inaccurate student numbers
no IT support, deploying it to 12 users
in 1 month
:: Real-time access to data on student
progress includes daily updates to
advisors, parents, and teachers
:: A custom counseling tab helps the
school social worker manage and track
counseling sessions
:: The guidance counselor uses the solution
school manages student information
identify trends, efficiently solve problems,
and enhance student performance
:: The success of the application has
led to its use at 30 similar schools in
New York City
:: Salesforce CRM is poised to become
a digital portfolio for each student—
recording attendance, behavior, and
learning progress throughout 4 years
to track grades and credits
:: Dashboards track metrics, including
weekly attendance averages and reasons
for absences, date and time of demerits,
and which students need counseling
sessions
:: A Homework tab connects parents to
the school Web site so they can see
homework assignments
:: The system will make it more effective
to create reports required to attract
future funding
15
Profile:
A Bill and Melissa Gates
Foundation school in New York
City for low income families
Salesforce CRM has simplified data management and reporting
for the 25,000 cases we handle each month. Having our data in
one place makes a huge difference in our business productivity.
16
Cars.com
Industry:
Media
Profile:
The fastest-growing automotive
marketplace on the Web
CHALLENGES
SOLUTION
RESULTS
:: Unify customer support data and more
:: With salesforce.com partner
:: Increased support agent productivity by
effectively field tens of thousands of cases
each month
:: Create standardized processes across
sales and customer service
:: Accommodate differences between B2B
and B2C transactions instead of using a
rigid set of processes
:: Provide visibility into agent activities
to simplify management of a highly
dispersed workforce
:: Choose a solution that would not drain
limited technology resources
Model Metrics, created an integrated
solution based on Salesforce CRM
Enterprise Edition
:: Deployed the solution to 90 service &
support and sales employees within
3 months; deployed companywide
within 12 months
:: Integrated with PeopleSoft Billing as well
as custom order entry and fulfillment
applications
:: Dashboards let management
communicate with agents, track
turnaround times, and elicit team
cohesiveness
:: A central knowledge database simplifies
training, provides solutions to common
problems, and speeds up resolution
of issues
up to 50 percent
:: Decreased case-handling time by
26 percent, accelerating the processing
of 25,000 cases each month
:: Increased peak agent workload from
600 to 800 dealers per agent while cutting
response times by more than 65 percent
and consistently beating SLAs by more
than 50 percent
Salesforce CRM has been so successful that we also rolled it out
and customized it for our business development and sales group
so that 300 professionals across our organization now have better
visibility and are working more productively.
CHALLENGES
SOLUTION
RESULTS
:: Improve communications and
:: Selected Salesforce CRM Professional
:: Created a single resource for all customer-
collaboration among 120 relationship
managers
:: More effectively track activities in large
accounts and integrate information with
legacy systems
:: Select an integrated solution for sales and
business development
:: Decrease turnaround time and improve
tracking for leads from customer banks
Edition over a client/server CRM solution
:: Upgraded to Salesforce CRM Enterprise
Edition to leverage the Force.com API to
integrate financial and call-center systems
facing activities plus financial and
operational data from legacy systems
:: Boosted the productivity of relationship
management teams within 90 days
:: The sales/business development group
:: Reduced turnaround time for leads from
:: Provides a comprehensive account
:: Significantly improved reporting,
later selected Salesforce CRM over Oracle
view plus a campaign management
and customer service tool for 300
professionals
banks from 24 hours to 2 hours
including more accurate pipeline
reporting
17
Chase Paymentech Solutions
Industry:
Financial Services
Profile:
A leading global payments firm
and the world’s largest merchant
acquirer, transacting payments
in 140 currencies
Salesforce CRM provides the flexible, enterprise-class
functionality needed to reach our goals.
18
Cisco
Industry:
Hi-Tech Hardware
Profile:
The worldwide leader in
networking that transforms how
people connect, communicate,
and collaborate
CHALLENGES
SOLUTION
RESULTS
:: Centralize data and enhance sales and
:: Selected Salesforce CRM Unlimited
:: Successfully deployed the solution
:: Accommodate scalability and
:: With Salesforce.com Consulting,
account planning worldwide
integration needs not met by the
existing CRM platform
:: Support the multilingual and
multicurrency requirements of a business
spanning seven continents
:: Provide preintegrated PRM capability to
support the company’s partners
Edition
created new components to deal with
complicated hierarchies and enable
major integrations
:: Bidirectional integration with Siebel
forecasting using single sign-on;
additional integration with Siebel territory
hierarchy, Microsoft Outlook, and a lead
routing tool
:: Extended the solution with the
Salesforce CRM Partner Portal for lead
and opportunity collaboration
:: Installed WebEx, Factiva, and My
Call Manager from the Force.com
AppExchange
to 15,000 users worldwide; extension to
10,000 more users is planned
:: Centralized information management
helps maintain control over data in an
environment where reps can be transitory
:: Account planning, previously difficult to
institute, can be increasingly used
:: Extensive integrations will eventually
phase out superfluous tools
:: Salesforce CRM and the Force.com
platform provide a foundation to expand
capabilities as business needs and
processes evolve
Salesforce CRM helps us harness knowledge to facilitate
a coordinated, team-selling approach to our customer
success program.
CHALLENGES
SOLUTION
RESULTS
:: Replace a custom-built forecasting
:: Chose Salesforce CRM over Onyx and
:: Knowledge sharing among sales, presales,
application the company had outgrown
:: Provide sophisticated account,
opportunity, contact, and lead
management solutions to facilitate a
team selling methodology
:: Replace an outdated Onyx CRM
system that didn’t meet multilanguage
support and advanced forecasting
requirements
Siebel CRM OnDemand for performance
and market leadership
and services teams supports the customer
success program’s team-selling approach
:: The user-friendly solution spurred
:: Integrated with Oracle Financials
:: Rolled out Salesforce CRM Partner
deploying the solution globally in just
4 months
information to perform advanced
reporting and analysis
:: Extended the solution with Eloqua
Conversion Suite from the Force.com
AppExchange to execute and automate
marketing campaigns from within
Salesforce CRM
:: Augmented Salesforce CRM’s data
security features with secure hardware
tokens to create a failsafe login
authentication process
:: Chose 24/7 Salesforce.com Premier
Support
adoption, dramatically improving account
forecasting accuracy
Networks to 150+ partners to support
continued channel growth
19
Cognos
Industry:
Profile:
A leader in business intelligence
(BI) and performance planning
software for the enterprise
Consolidating our call center operations with Salesforce CRM
has let us boost staff productivity and deliver a full-service
experience for our customers.
20
Corporate Express
Industry:
Distribution & Retail
Profile:
One of the world’s largest
business-to-business suppliers
of essential office and computer
products and services
CHALLENGES
SOLUTION
RESULTS
:: Streamline customer data handling to
:: Selected Salesforce CRM for an integrated
:: Manage 7.3 million transactions per year
maximize customer satisfaction and sales
:: Maximize sales and service effectiveness
by sharing customer information across
locations and departments
:: Standardize service and support
operations at 28 call centers
:: Maximize agent-assisted selling and
customer care opportunities
solution with Salesforce SFA, Customer
Service & Support, and Marketing
Edition to 5,000 users in 15 countries
via phone and case management activity
:: Track 600,000 cases per year to measure
performance, analyze trends, and identify
root causes
:: Deployed Salesforce CRM Call Center in
:: Achieved higher conversion rates for
:: Set up an integrated desktop with Cisco
:: Increased ability to track and measure
3½ months to 1,300 Customer Experience
Center and Operational Support users
Agent Desktop for customer service
representatives
new customers and better retention of
existing customers
sales rep activity
:: Eliminated double-data entry, saving time
for sales and service staff
:: With full access to sales-opportunity data,
customer care agents have become an
extension of the sales force
Salesforce CRM lets us view and track our pipeline over
time, with customizable reporting that empowers us with the
intelligence to steer our company toward success.
CHALLENGES
SOLUTION
RESULTS
:: Greater visibility into the pipeline to
:: Reduced data-entry time from 10 minutes
Cray, Inc.
:: Streamlined problem reporting lets reps
Industry:
Hi-Tech Hardware
:: Achieved nearly 100 percent adoption,
Profile:
The global leader in
supercomputing
manage a recently expanded product line
more effectively
:: Replace Excel spreadsheets unable to
handle increased sales activity
:: Replace outdated legacy support
software that no longer met the
company’s needs
:: Integrate with a back-end PeopleSoft
ERP system
:: Consolidate and streamline data entry
to eliminate the months it took to
implement simple changes in the current
aging support system
:: Select an easy-to-use CRM system that
could be implemented quickly, drive
high user adoption, and accommodate
integration and support
Edition to 75 users; subsequently
deployed to 90 service staff and
60 sales, marketing, and management
staff worldwide
:: Use the solution for all external customer-
facing transactions in four languages:
English, Korean, Japanese, and German
:: Implemented 46 assignment rules
and 48 escalation rules to manage and
resolve cases
:: Created 15 record types to consolidate
and track customer data, streamlining the
former jumble of information fields
:: Integrated with a bug tracking system
per case to 2–3 minutes per case
enter case data only once and quickly
route cases based on issue type
compared with 50 percent adoption of
the previous system
21
With Salesforce CRM Ideas, the best ideas bubble to the top.
We’re able to gather all our customer feedback in one place and use
the robust management tools to track and implement the ideas.
22
Dell
Industry:
Hi-Tech Hardware
Profile:
A leading global systems and
services company
CHALLENGES
SOLUTION
RESULTS
:: Design a scalable way to collect feedback
:: Launched Dell IdeaStorm, modeled on
:: IdeaStorm helps identify customer
from the community and engage them in
driving innovation
:: Streamline and take advantage of
interactions with 3+ million customers
per day
:: Create a secure employee community to
capture feedback from 80,000 employees
worldwide
Salesforce CRM Ideas, in only 3 weeks
to let customers share ideas that influence
product development, services, and
operations
:: Within the first week, collected more
than 500 ideas; in the first month,
collected 2,500 ideas
:: Launched EmployeeStorm so employees
could post ideas regardless of their role
in the company; in the first 2 weeks,
gathered more than 700 ideas
pain points and hone in on areas that
need improvement
:: Customer feedback led the company to
build select consumer notebooks and
desktops preinstalled with Linux
:: Customer requests convinced the
company to continue offering
Windows XP as a preinstalled operating
system option
:: EmployeeStorm breaks down corporate
silos, increases global collaboration, and
encourages employees at all levels to
share their expertise
Salesforce CRM has transformed our opportunity
management process, offering improved resources management,
improved closure rates, and a reduced cost of sale.
CHALLENGES
SOLUTION
RESULTS
:: Replace a set of systems in five regions
:: Deployed Salesforce CRM SFA worldwide
:: Increased the global sales pipeline by
Dimension Data
:: Replaced existing sales management
:: Provides sales teams with simultaneous,
Industry:
worldwide used to target, acquire, and
retain customers
:: Consolidate fragmented sales
management systems, including Siebel,
Oracle Financials, proprietary systems,
spreadsheets, and email
:: Eliminate the multiple, overlapping
systems that required too many
IT resources
in 4 months
systems used by staff in 40 countries
with a single, global, unified sales
management system based on
Salesforce CRM
:: Completed point-and-click customization
quickly and easily without IT to create
hundreds of sales reports and a tool to
coordinate customer references
172 percent
shared access to 5,000+ standalone
company reports and 700+ customized
global reports
:: Reduced the variance between the
sales pipeline forecast and the actual
closed value
:: Reduced the number of accounts tracked
by aggregating overlapping accounts
:: Achieved 92 percent user adoption
23
Profile:
A specialized, South Africa–based
IT services provider
With functionality that touches all aspects of our business,
Salesforce CRM has become the lifeblood of our company.
24
Dreambuilder Investments
Industry:
Financial Services
Profile:
A small, New York–based
mortgage investment firm
CHALLENGES
SOLUTION
RESULTS
:: Identify a comprehensive solution that
:: Deployed Salesforce CRM Unlimited
:: Increased assets under management
:: Extended the solution with applications
:: Ability to quickly meet specific business
goes beyond CRM, maps to each facet
of the business, and includes channel
management
:: Replace an online version of ACT! that
couldn’t scale to meet the customization
needs of the evolving business
:: Adapt the legacy environment to support
the unique challenges faced by the
financial services sector
:: Select a solution with robust functionality
and integration capabilities
Edition to 8 people in just 5 days
from the Force.com AppExchange,
including VerticalResponse, Clicktools,
Strategic Account Planning, Advanced
Call Scripting, DreamTeam, and
AccountDynamics
:: Easily customized apps and developed a
scoring system that relies on bidirectional
integration with Oracle
:: Integration with a strategic partner via
30–40 fields facilitates the exchange of
service deal information
:: Dashboards track mortgage/property
purchases, leads, deals, and revenue
:: Plans include making proprietary
mortgage management software
available to 1,000 partners via the
Salesforce CRM Partner Portal; 20 partners
are already in pilot
by 129 percent in 1 year
needs with preintegrated solutions
from the AppExchange
:: Ability to execute customizations
without a developer has made the
company more agile and responsive
:: Increased sales volume due to
workflow that can be viewed and
modified on-the-fly
We run our business on the Web, and it was vital that our
CRM solution align with our model.
CHALLENGES
SOLUTION
RESULTS
:: Identify a lead management tool to
:: Chose Salesforce CRM Enterprise Edition
:: Quick time-to-market with dedicated
standardize processes across multiple
sales teams in the U.S., Europe, and
Hong Kong
:: Select a Web-based solution that would
seamlessly integrate and align with the
company’s online business
:: Provide access to important metrics not
available with reporting generated from a
back-end data warehouse
:: Choose a solution that was secure,
reliable, and offered quick time-to-market
for its ability to report on relevant metrics
:: Deployed Web-based campaign
management tools and an integrated
interface to ensure a seamless user
experience in a phased rollout across
global sales
:: With salesforce.com partner
StraightThrough CRM Solutions,
tailored the system to the financial
services market
training resulted in a successful rollout
and high adoption rate
:: A more defined lead and case
management process helps standardize
operations across a diverse global
sales force
:: The ability for sales groups to report on
critical metrics stimulates productivity
and boosts performance
:: Tracking features, access controls, and
best-in-class security help comply with
strict customer privacy practices
25
E*TRADE FINANCIAL
Industry:
Financial Services
Profile:
A global provider of financial
services
We have dramatically increased partner loyalty. With a 300 percent
increase in quarterly deal registrations and increased visibility to the
pipeline, we’re in a better position to help partners win deals.
26
F5 Networks
Industry:
Hi-Tech Hardware
Profile:
The global leader in application
delivery networking
CHALLENGES
SOLUTION
RESULTS
:: Extend the success of Salesforce CRM SFA,
:: Chose Salesforce CRM Partner
:: Reduced the deal-approval cycle by
which had improved sales processes
and operations, to the company’s
partner program
:: Replace a partner program viewed as
unfriendly because too many partners
competed for the same business
:: Resolve channel conflicts and opportunity
management issues that undercut the
effectiveness of partner sales efforts
:: Create a partner portal without technical
resources
Networks, the only solution that offered
comprehensive integration of CRM
and PRM for full visibility across all sales
channels
:: Created a customizable partner portal
that lets partners easily access tools such
as marketing collateral, marketing funds,
and pricing information
:: Developed a transparent deal-registration
program with agreed-upon rules and
expectation levels to create trust
among partners
:: Integrated with Oracle Financials so
partners can check order status after a
deal has been finalized
90+ percent; increased quarterly deal
registrations by 300 percent
:: Decreased time-to-market and cost of
sales helped the top 20 partners double
their business in 1 year
:: Ability to engage with partners earlier and
more often in the sales process via the
new closed-loop system
:: Increased access to leads and support
through the partner portal helps partners
do more business at a better margin
We found salesforce.com to have the most advanced offering
in the marketplace. We were able to gain buy-in from upper
management on down, which has been the key to success.
CHALLENGES
SOLUTION
RESULTS
:: Bring greater efficiencies to the sales
:: Salesforce CRM is the first tool successfully
management process with an integrated
CRM system
:: Ensure the usability and high adoption
previous CRM systems had failed
to achieve
:: Provide integration with the SAP
back-end system
Edition to 183 users
:: Integration with SAP lets users view
orders, customer contacts, historical
data, and other information directly from
Salesforce CRM
:: Created an incentive program to promote
the on-demand solution over manual
sales operations
:: Security rules accommodate tiered
access that matches the company’s sales
leadership structure
:: Plans to use the Force.com platform
throughout the organization will provide
sales operations with a single touch point
for all information
implemented for the entire network
communications sales team
:: High user adoption translates to greater
data integrity and more accurate forecasts
:: Integrating back-end SAP data unifies
information on one system, boosting
efficiencies and productivity
27
Fujitsu Network Communications
Industry:
Communications
Profile:
A leading provider of customerfocused information technology
and communications solutions
for the global marketplace
With Salesforce CRM and Google Apps, we have one seamless
experience. Our sales teams can collaborate, put together a
presentation, and deliver in a timely and effective manner.
28
Google Enterprise
Industry:
Media
Profile:
A division of Google that
offers enterprise solutions to
organizations of all sizes
CHALLENGES
SOLUTION
RESULTS
:: Consolidate and streamline customer
:: Provides a global customer data
data stored in multiple systems, which
hindered the effectiveness of the
sales teams
:: Gain visibility into the sales pipeline
:: Identify an on-demand solution that
could be customized as the business grew
:: Provide lead management capabilities
:: Integrate with Google Apps, Google
Maps, and the Google Search appliance
Edition
:: Eliminated the headaches associated
with traditional software migration and
integration following the acquisitions
of Postini (an email services company),
DoubleClick (a global Internet advertising
solutions company), and dMarc
Broadcasting (a digital solutions provider
for the radio broadcast industry)
:: Integrated with the Google Apps suite of
Web-based productivity applications so
users can communicate and collaborate
with Gmail, Google Calendar, Google Talk,
Google Sites, and Google Docs seamlessly
within Salesforce CRM
CRM Customer Service & Support to let
service representatives respond quickly
to customer requests related to the
Google Search appliance
repository that allows for lead
management, pipeline management,
sales collaboration, and more
:: The integration of Google Apps and
Salesforce CRM lets salespeople
collaborate and work together
more efficiently
Salesforce CRM has allowed us to reinvent the way we think
about our business.
CHALLENGES
SOLUTION
RESULTS
:: Improve global communication and sales
:: Chose Salesforce CRM over SalesLogix
:: Saved $250,000 per year in administrative
efficiency with greater cross-functional
support of sales, marketing, finance,
and research
because of its cost-effective on-demand
platform, flexible integration options, and
customization capabilities
:: Build a corporate sales culture that
:: Deployed the solution in the U.S., Canada,
:: Create one common system that could be
:: Incorporated formulas into approval
featured a cohesive approach to selling
accessed anywhere, at any time by a new
sales organization and other business
units worldwide
:: Improve communication, operational
efficiency, and customer intelligence by
tying operations to sales
:: Overcome the complexity, lack of
customization capabilities, low user
adoption, and poor ROI challenges of
the existing Siebel solution
Europe, and Asia
processes to streamline a complex
commissions management process
:: Extended the solution’s functionality
with apps from the Force.com
AppExchange, including CRMfusion’s
DemandTools, ExactTarget’s ExactTarget
for AppExchange, and Centive’s
Centive Compel
:: Created a Competitive Profiles app using
the Force.com platform
management costs associated with
traditional CRM offerings
:: Improved sales forecasting accuracy to as
high as 90 percent in some divisions
:: Decreased forecast creation time by
50 percent
:: Achieved ROI immediately in France,
Canada, Germany, Hong Kong, and
Singapore and within the first month in
the U.S. and U.K.
:: Doubled supply chain efficiency
:: Realized 90+ percent user adoption
globally
29
Harris Interactive
Industry:
Business Services
Profile:
A worldwide market research and
consulting firm
We chose Salesforce CRM because we wanted a robust,
full-featured solution that would easily integrate with our internal
systems and provide quick time-to-value.
30
Informa
Industry:
Media
Profile:
A leading provider of sales
performance improvement
solutions and training
CHALLENGES
SOLUTION
RESULTS
:: Upgrade and unify existing CRM and
:: Chose Salesforce CRM Unlimited Edition
:: Achieved 95 percent adoption
account management solutions
:: Create one centralized, easy-to-use
solution to replace ACT!, GoldMine, and
custom applications
:: Select a solution that could be deployed
quickly to 150+ offices and later
customized
:: Integrate with an internal business
systems initiative focused on unifying
customer data, marketing, ordering, and
user experience information
:: Provide support for multiple languages
and currencies in 40+ countries
over Microsoft CRM, SAP CRM, SalesLogix,
and SugarCRM for its robust features
and functionality, low cost, and ability
to integrate
:: With Salesforce.com Consulting, deployed
the solution in four languages to 1,000+
users in less than 3 months; deployed to
30 business units to date
:: Added Sesame Software’s Relational
Junction from the Force.com
AppExchange to simplify data migration,
replication, and integration
:: Integrated with SAP and a legacy
marketing system
:: Built applications for project
management, sales, service and support,
and more using the Force.com platform
:: Created a central repository of account
management information, unifying
customer interactions
:: Provided real-time visibility to pipeline
information for more accurate planning
and forecasting
:: Ability to track all sales and support
activities provides better customer service
and higher win rates
Kaiser Permanente receives consistently high marks in quality
measurement and member satisfaction surveys. Part of our strategy
to maintain and exceed those ratings involves implementing
strategic technological innovations, such as Salesforce CRM, that
maximize employee productivity.
CHALLENGES
SOLUTION
RESULTS
:: Create a common view of sales and
:: Chose Salesforce CRM because of its
:: Gained a consolidated, enterprisewide
Kaiser Permanente
:: Realized companywide efficiencies and
Industry:
Healthcare
:: Streamlined the transition from a
Profile:
The leading integrated
healthcare organization in the
United States
account-management information across
eight regions
:: Replace disparate systems used by
internal sales in each region instead of a
CRM solution
:: Effectively manage deals and generate
timely reports that comply with state and
national health laws as well as union and
individual broker requirements
:: Choose a simple CRM solution that could
be easily integrated with various legacy
systems using minimal hardware and
IT resources
Web-based model, security, and the
Force.com Sandbox testing environment,
which replicates the production
ecosystem for quality assurance to ensure
regulatory compliance
:: Deployed the solution to 400 users in
less than 4 months; total deployment to
850 users
:: Salesforce.com partner Accenture led
the business process alignment and
legacy integration, with Salesforce.com
Consulting application and data
migration architects
:: Plans to integrate wireless capabilities
using Palm Treo PDAs will provide sales
teams with anywhere, anytime access
view of operations
accurate reporting thanks to standard
processes across the company’s eight
regions
regionally focused to a nationally focused
business culture
:: Eliminating data ambiguities and
confusion fueled user adoption
31
With the applications we created on the Force.com platform,
we’ve transformed our field reps from phone-bound order takers
into CRM managers. We gave them the knowledge and flexibility
to not only nurture deep and loyal relationships with our customers,
but to create new and exciting selling opportunities as well.
32
Karl Strauss Brewing Company
Industry:
Profile:
The leading regional craft brewer
in Southern California
CHALLENGES
SOLUTION
RESULTS
:: Leverage advanced CRM features for the
:: Selected Salesforce CRM SFA for its
:: Consolidated customer data access
operational flexibility needed to support
rapid growth
:: Differentiate the company in local beer
markets through superior, personal
customer relations
:: Choose a solution that could be accessed
from anywhere, at any time
:: Ensure immediate and seamless
integration with the existing Microsoft
Dynamics GP financial system
on-demand model, flexible deployment,
integration options, mobile capabilities,
and minimal IT requirements
:: Field reps can access the solution from a
BlackBerry to create real-time orders and
synchronize data
:: Created a custom application to track
brewery vehicle and maintenance costs
:: Extended the solution with Scribe
Software from the Force.com
AppExchange to create a closed loop
opportunity-to-order process
transforms sales reps into full customerservice partners
:: Improved insight helps reps effectively
cross-sell and up-sell to customers,
boosting sales and customer loyalty
:: Increased efficiency and improved
business operations thanks to a single,
unified source of all finance and sales
operations
:: Turned the company into a recognized
customer relations leader in its markets
We chose Salesforce CRM for numerous reasons. The most
important one was that it took only a short time to implement
the CRM system. Moreover, the initial investment costs for
the system are low.
CHALLENGES
SOLUTION
RESULTS
:: Replace an outdated CRM solution
:: Deployed Salesforce CRM SFA in only
:: A CRM solution that can grow in step
Konica Minolta
:: Around-the-clock access to complete
Industry:
specifically used for service and support
:: Gain a 360-degree view of the business,
with access to advanced customer
information
:: Eliminate system limitations with low
investment costs and limited impact on
the IT department
:: Grow toward a European-wide
CRM solution that delivered service
provisioning within sales processes and
detailed insight into customer data
3 months; sales processes have improved
significantly
:: Also deployed Salesforce CRM Customer
Service & Support to support the service
and support department and Salesforce
CRM Partner Networks to support the
company’s indirect channel
:: Extended the solution with Advanced
Professional e-marketing and the
Advanced Management Data Tool from
the Force.com AppExchange
:: Salesforce.com Premier Support ensures
24/7 remote support
:: Implemented the Force.com Sandbox,
a test environment for new features and
customizations that lets the company
innovate quickly and efficiently
with the business
customer information throughout the
EMEA region
:: Ability to successfully adopt a
project-driven approach
:: Applications are expandable any time
the need arises
33
Profile:
A growing organization
providing printing solutions for
the business market
The unified view has enabled the company to reduce our
customer response time, enhance the end-to-end customer
experience with Misys, and increase customer happiness.
34
Misys Banking Systems
Industry:
Financial Services
Profile:
One of the world’s largest
providers of industry-specific
software
CHALLENGES
SOLUTION
RESULTS
:: Merge two business units with different
:: Deployed Salesforce CRM
:: Dramatically reduced average turnaround
:: Created a 24/7, world-class customer
:: Increased the volume of cases coming in
support processes, different service and
support configurations of Salesforce CRM,
and different portals
:: Create one common portal for customers
:: Design, develop, and launch the
solution in only 5 months
to 1,000 banking professionals
support portal
time on high-priority cases
via the unified portal by approximately
250 percent in 10 months
:: Information now reaches the
support groups much faster than it
did 12 months ago
:: Reduced the cost of supporting a
global customer base
:: Increased customer satisfaction
Salesforce.com saved us from a money- and time-draining
CRM quagmire. With its streamlined functionality and
cost-effective, Web-based architecture, Salesforce CRM provides
the information we need through configuration rather than
custom code.
CHALLENGES
SOLUTION
RESULTS
:: Reduce administrative time, cut costs,
:: Selected Salesforce CRM for its superior
:: Decreased time dedicated to CRM
and provide greater control over sales
operations
:: Replace an existing CRM system that was
not intuitive or flexible with a solution
that offered faster response times,
opportunity management, and forecastgeneration activities
:: Provide full territory management with
mobile and offline capabilities
:: Choose a faster, more cost-effective
on-demand solution that required less
bandwidth and could be customized with
minimal IT resources
on-demand architecture, deep
functionality, and robust configuration
tools
:: With salesforce.com partner OKERE,
deployed Salesforce CRM Enterprise
Edition to 100+ Asia associates in 3
months with integrations to Siebel, SAP,
Microsoft Outlook, and Comergent
:: Completed a full worldwide
deployment in 6 months, expanding the
implementation to 1,000+ users
:: Salesforce.com Premier Support provides
best-practice advice and support 24/7 to
associates worldwide
:: Future plans to integrate with wireless
Symbol EDA devices will provide
anywhere, anytime access to sales
information
activities; increased time spent
with customers
:: Minimal reliance on internal resources
shaves money off the bottom line
:: Easy-to-use forecasting and real-time
reporting help management better
deliver metrics on sales activities
and performance
:: Self-sustaining solution minimizes the
need for outside help
35
Motorola
Industry:
Hi-Tech Hardware
Profile:
A global leader in innovation for
communications
The Force.com platform has completely changed how
we do business—for the better. Now, we’re limited only by
our imagination.
36
NJ TRANSIT
Industry:
Nonprofit, Education,
& Public Sector
Profile:
New Jersey’s public
transportation corporation
CHALLENGES
SOLUTION
RESULTS
:: Replace the existing system to increase
:: Chose Salesforce CRM Customer Service
:: Deliver faster, more complete responses
the productivity and effectiveness of
customer service operations
:: Capture all customer interactions and
track the organization’s operational
responses
:: Allow all employees responsible for
Customer Service and Support to access
the new solution
:: Let riders enter information directly
into the system
:: Select an always-available, low-
maintenance, on-demand solution to
support 24/7 operations requiring a
360-degree view of customer information
& Support because of its minimal IT
requirements, customization capabilities,
and anytime, anywhere access
to constituents
:: Increased handling of customer inquiries
by 500 percent in 2 years without
increasing staff
:: Deployed to 150+ customer service
employees plus 3,000+ potential
employees over a 5-month period
:: Customized the solution to meet the
specific needs of thousands of bus, train,
and light rail riders in three states
:: Decreased the average response time for
customer inquiries by 35+ percent
:: Gained complete visibility into all
submitted issues and resolution activities
previously handled via email and phone
:: Let customers and internal users ask
questions and submit issues, which flow
into the central customer information
warehouse
:: Created integrations to a data warehouse,
employee information, an email
management system, and a data
quality solution
:: Ensure 24/7 uptime with Salesforce.com
Premier Support
We run the breadth of our business on Salesforce CRM and
the Force.com platform.
CHALLENGES
SOLUTION
RESULTS
:: Create a franchise management system
:: Chose the Force.com platform over
:: Better data quality, faster data capture,
for a centralized view of the business
:: Replace the Excel spreadsheets and email
that made it difficult to track and update
many aspects of the business
:: Provide mobile data access to employees
reporting on the 900 Papa Murphy’s
stores in 30 states
:: Choose an innovative solution that could
be implemented quickly
Cold Fusion for its flexibility, speed of
deployment, and the ability to
scale rapidly
and elimination of a time-consuming,
paper-based process thanks to ease of use
and mobile access
:: With salesforce.com partner Centerstance,
:: Users can point-and-click to customize
:: Web-based forms let field operations
:: Custom tabs such as Stores, Quality
built a franchise management system on
the Force.com platform in less than
3 months
report on the health of stores in
the system
:: Rolled out a mobile application built in 3
weeks to 95 percent of remote employees
who access data via BlackBerry devices
:: With Salesforce CRM Mobile, ensure
information is available online or offline
:: Use Salesforce CRM Enterprise Edition for
sales force automation
with the Force.com platform and then
provide those customizations to
mobile users
Service Cleanliness, Real Estate
Construction, and Customer Satisfaction
Index make Salesforce CRM relevant to
the pizza business
37
Papa Murphy’s Take ‘N’ Bake Pizza
Industry:
Profile:
The world’s largest take-and-bake
pizza company
Salesforce CRM’s instant and constant visibility into sales
has made us extremely agile and efficient.
38
Polycom
Industry:
Communications
Profile:
A global telecommunications
and collaboration company
CHALLENGES
SOLUTION
RESULTS
:: Maximize productivity, increase time with
:: Deployed Salesforce CRM because of
:: Increased sales productivity almost
:: Improved sales productivity, operational
customers, improve sales forecasting, and
reduce administrative time
:: Provide sales and business units with
instant access to real-time information on
forecasting and opportunities
:: Evolve a rudimentary, proprietary
system into a global, on-demand platform
that synchronizes sales with marketing,
accounting, channels, supply chain
management, and manufacturing
:: Choose a solution that offered fast,
self-sufficient implementation with
cost-effective benefits
:: Ensure timely responses during the
negotiating process by streamlining
special-pricing approvals
its rapid implementation, affordability,
ease of management, and high-powered
analytics
deployed the solution in 8 weeks in North
America, which represents 50 percent of
the company’s worldwide revenue
100 percent and grew sales 70+ percent
over 3 years because of instant worldwide
access to data
efficiency, and cost containment with
real-time visibility into the sales pipeline
:: Improved accuracy of sales forecasting to
within 2 percent of projected forecasts
:: Reduced approval costs by 75 percent
using a nonstandard discount approval
system from the Force.com AppExchange
Salesforce CRM gives us the ability to react quickly to changes
driven by the business and to revise the app in minutes—not days
or weeks—using easy point-and-click capabilities.
CHALLENGES
SOLUTION
RESULTS
:: Eliminate the time and energy required by
:: Rolled out Salesforce CRM Unlimited
:: Saved an estimated $100,000 in hardware
an existing on-premise CRM system that
failed to produce equivalent value
:: Choose a replacement solution that could
be rolled out quickly and would integrate
seamlessly with systems and processes
across multiple business groups
Edition to 55 initial users in 23 days
:: Replaced two large on-premise CRM
systems, extending the deployment to
600+ users
:: Fuel call center operations with Salesforce
CRM Customer Service & Support’s
case assignment, escalation, and autoresponse email capabilities
:: Deliver anywhere, anytime access
via sales reps’ wireless devices with
Salesforce CRM Mobile
:: Developed a custom self-service portal
with the Force.com API
:: Provide dedicated 24/7 support with
Salesforce.com Premier Support
:: Enhanced the solution with Sales KPI
Dashboard, iLinc, Angel.com, and
Adoption Dashboards from the
Force.com AppExchange
costs needed to upgrade existing,
out-of-date on-premise solutions
:: Reduced support staff by 60 percent
:: Increased user adoption to 80+ percent
from 30–40 percent
:: Ability to track hundreds of additional
customer attributes
:: Deploy changes in minutes, hours, or days
compared to the previous 10 to 12 weeks
by the on-premise CRM system, with no
system downtime
:: Won the Customer Service Excellence
Appy award at Dreamforce 2007
39
Qualcomm
Industry:
Hi-Tech Hardware
Profile:
A leading developer and
innovator of advanced wireless
technologies and mobile data
solutions
We’ve had a lot of change at Quantum, including mergers and
acquisitions, so Salesforce CRM’s flexibility to quickly adapt to
support our evolving needs is critical.
40
Quantum
Industry:
Hi-Tech Hardware
Profile:
The leading global storage
company specializing in backup,
recover, and archive
CHALLENGES
SOLUTION
RESULTS
:: Replace an existing client/server
:: Selected Salesforce CRM because of
:: Increased user adoption from 50 percent
CRM system that had low adoption
:: Support a renewed focus on channel sales
efforts and processes
:: Identify a multilingual solution that could
its on-demand model compared to
conventional client/server software
Edition worldwide in less than 3 months
to 90 percent
:: Customizable forecasting delivers visibility
and insight globally
:: Improved work output and relations
be easily deployed to offices in the U.S.,
EMEA, and APAC
:: Provided data access to 400+ employees
:: Choose a solution that was customizable,
:: Helped executives track pipeline growth,
:: Easy customization lets the company
:: Extended functionality to other
:: Future plans include designing
flexible, and could track channel
sales results
across marketing, sales, and channel
partners
in English, Chinese, and German
closed and lost pipeline, and trends with
easily generated reports and dashboards
departments and functions with
DemandTools, Reference on Demand,
and Mass Update Opportunities from
adapt the solution as needs evolve and
the business grows
application user interfaces tailored to
sales reps using Visualforce
Salesforce CRM has helped us to quickly build a truly
customer-led business.
residential
CHALLENGES
SOLUTION
RESULTS
:: Select a CRM solution to support a new
:: Chose Salesforce CRM Enterprise Edition
:: Created the infrastructure the “To the
“To the Trade” business serving residential
developers, the hospitality industry,
commercial developers, architects, and
interior designers
:: Replace an Excel-based system and paper
customer files used to manage a trade
membership program
:: Provide a solution to easily share and track
customer information between the trade
sales, sales support, and trade customer
service teams and stores
:: Create a system to manage customer
information, provide customer-based
reporting, and communicate to different
trade customer segments
:: Choose a flexible, cost-effective solution
that could be easily deployed and
maintained
for its cost-effectiveness, customization,
ease of deployment, and ability to
support additional business processes
:: Deployed the solution in less than
10 weeks, with limited IT involvement
:: Created a custom portal for retail
associates in the U.S. and Canada
:: Extended the solution with ExactTarget
from the Force.com AppExchange
to measure the response and value
of marketing campaigns to different
customer segments
Trade” team needs to aggressively build
its trade business and develop critical
customer relationships
:: Deployed an integrated retail portal to
quickly connect trade customers with the
right team, boosting support continuity
and increasing conversion rates
:: Future plans call for integration with the
company’s order management system
to further streamline business processes
and potential integration with
Microsoft Outlook
hospitality
commercial
41
Restoration Hardware
Industry:
Profile:
A leading purveyor of premium
home furnishings
All the right constituencies are tied into Salesforce CRM,
and it has transformed how we run our business.
42
Ryder
Industry:
Profile:
A Fortune 500 provider of
transportation, logistics, and
supply chain management
solutions worldwide
CHALLENGES
SOLUTION
RESULTS
:: Identify new tools to facilitate process
:: Selected Salesforce CRM after consulting
:: Improved contract renewals rate with
innovation and measurement for
customer relations in the Supply Chain
Solutions division
:: Provide access to pipeline information
trapped inside a standalone Microsoft
Access database
:: Consolidate contract information in a
centralized location
:: Choose a solution that supports the
company’s reputation as an IT visionary
:: Select a solution with broad CRM
functionality that could be deployed
incrementally across all functional areas
worldwide, scale to hundreds of users,
and require limited IT support
with industry analysts Gartner and
Forrester and evaluating vendors such
as Siebel and SalesLogix
streamlined renewals management
:: Increased lead flow, opportunity
response, and close rates thanks to
greater visibility and increased insight into
customer history
:: Deployed the solution across
10 countries, first centralizing global
pipeline management and then adding
contracts to the implementation
:: Extended the solution with ClickTools,
Strategic Account Management, and
Services Manager from the Force.com
AppExchange
:: Helped support quickly changing admin
requirements with 24x7 Salesforce.com
Premier Support
:: Transformed formerly manual processes
into more effective, consistent operations
:: Shifted the focus from admin-related
tasks to higher-value activities with
Premier Support
Thanks to Salesforce CRM, we have much greater visibility
into both our direct and indirect sales channels.
CHALLENGES
SOLUTION
RESULTS
:: Provide end-to-end pipeline visibility
:: Deployed Salesforce CRM SFA and
:: Customized and implemented the
Segway
:: Created high usage and adoption in the
Industry:
and an integrated view of direct and
indirect channels
:: Create a global, customized partner portal
to support a worldwide indirect network
of 250+ distribution points in 62 countries
:: Choose an easy-to-use solution to drive
high partner adoption
:: Select an integrated SFA/PRM solution to
support the dealers and distributors that
handle 90 percent of the business
Salesforce CRM Partner Networks globally
to distributors
:: Integrated the solution with an Oracle ERP
system with no IT support
solution in less than 1 week
partner community, sharing hundreds of
leads each month
:: Created the Segway Partner Portal, a
:: Provide accurate, consistent visibility of
:: Customized the registration process for
:: Use analytics to monitor every aspect
secure Web site that lets channel partners
effectively manage sales processes
gathering customer information
the entire sales pipeline and complete
lead management with partners
of the partner lifecycle, including
recruitment, marketing, and selling
43
Profile:
Developer and manufacturer
of the electric, self-balancing
Segway® Personal Transporter
With the help of the Salesforce CRM customer service solution,
we’ve been able to cut our support team in half and still have a
faster turnaround time with our customers.
44
Shopping.com, an eBay company
Industry:
Profile:
Online comparison
shopping pioneer
CHALLENGES
SOLUTION
RESULTS
:: Provide a secure, centralized place for
:: Chose Salesforce CRM Unlimited Edition
:: Reduced the number of customer
client data
:: Let users easily share data currently in
Excel spreadsheets on local hard drives
:: Deploy a CRM system within 60 days
to avoid data loss during a move
and a merger
:: Choose a scalable solution for this rapidly
growing shopping destination working
with thousands of stores across the Web
:: Select a solution that was easy to use,
affordable, could support international
business units, and could expand to
include customer service
for its cost-effectiveness, robust customer
support features, and ability to integrate
with Web services
support cases by 30 percent
:: Increased employee productivity
:: Deployed in just 2 weeks to users in the
while improving turnaround time
thanks to smaller case loads and
unified infrastructure
:: With salesforce.com partner Theikos™,
:: Provide 360-degree customer views,
U.S., Europe, and Israel
deployed email-to-case functionality
to route questions to the correct
support queue
:: Extended the solution with ExactTarget
from the Force.com AppExchange to track
outbound email campaigns
:: Integration with proprietary applications
provides in-depth business intelligence
:: Future plans call for integration with SAP
and a proprietary customer billing system
maintain data integrity, and streamline
marketing efforts with a central
data repository
Salesforce CRM drives a single global place for our channel
partners, channel managers, and direct sales teams to go and
collaborate... and now all that information can be accessed in a
way that makes it easy to analyze and leverage for growth.
CHALLENGES
SOLUTION
RESULTS
:: Choose a scalable partner relationship
:: Selected Salesforce CRM Partner Networks
:: Increased global partner adoption
management (PRM) solution to unify
channel sales efforts worldwide and make
it easier for partners to do business with
the company
:: Replace existing in-house tools,
to augment the new Salesforce CRM
solution for an integrated, 360-degree
view of the business
databases, spreadsheets, written
documents, and forms that don’t tie
channel sales efforts together
customized and deployed the Web-based
portal solution to 1,300+ partners in 60+
countries worldwide with multilanguage
support in less than 100 days
:: Integrate the PRM solution with SAP
:: Simultaneously deployed Salesforce CRM
financial systems
:: Create a single, global, collaborative,
multilanguage environment that made
it easy to manage the channel partner
program and collaborate with partners
to 1,000 internal direct and indirect
sales teams
:: Extended the solution with apps from the
Force.com AppExchange to interface and
manage the channel partner program
to almost 80 percent within the first
4 months
:: Drove more than 30,000 sales
opportunities in various stages
of registration
:: Insight into channel opportunities helps
gauge capacity, productivity, and partner
mindshare to optimize the program for
future success
45
Siemens PLM Software
Industry:
Profile:
A leading global provider of
product lifecycle management
(PLM) software and services
We smiled for a month when we first saw the real-time
dashboards and reports. They mean we can respond quickly
to issues, make service improvements, and maximize the
use of resources.
46
Síminn
Industry:
Communications
Profile:
The leading telco provider
in Iceland, serving 200,000
households and 50,000
businesses
CHALLENGES
SOLUTION
RESULTS
:: Identify a tool to manage the complete
:: Selected salesforce.com as the vendor of
:: Eliminated lost or hidden cases by filing
:: Replace disconnected systems and
:: Deployed Salesforce CRM Customer
customer service lifecycle
processes that made it difficult for agents
to understand customer issues and work
with customers effectively
:: Create a seamless customer service
experience to retain customers, maximize
revenue per customer, and ensure
:: Introduce more efficient processes for
handling 20,000 customer calls per week
:: Chose a solution that could be deployed
quickly with minimal risk, cost, and
IT resources
choice over Microsoft, RightNow, and SAP
Service & Support to 490 customer
service agents
:: Extended the solution with 10
applications from the Force.com
AppExchange, including Strategic
Account Planning, Recruiting, Clicktools
Project and Issue Management, and
Print Anything
all customer issues including completed
cases, which were never filed before
:: Provide at-a-glance information about
agent performance, customer issues, and
more in call center dashboards
:: Let agents see how long a caller has
been a customer, spending patterns, and
services used with real-time analytics
:: Plans call for extending the solution to
the sales department
Salesforce CRM has provided so many benefits—including
automating manual processes and eliminating duplication of
efforts—that have made us more agile and more efficient.
CHALLENGES
SOLUTION
RESULTS
:: Choose a centralized CRM application
:: Achieved payback in less than 2 months
SmartMoney
:: Project a 570 percent ROI in the
Industry:
Media
:: Increased sales due to improved
Profile:
A Hearst Corporation and
Dow Jones & Company media
organization
:: Replace disparate applications such as
Excel and ACT! used to access and collect
customer information
:: Provide accurate, comprehensive data
to create a long-term view of the sales
pipeline and forecast sales
:: Avoid the upfront costs and
implementation burden of an in-house,
on-premise software rollout
Edition for its scalability and functionality
over Relationals
:: Swapped out ACT! and other applications
in just a few weeks with help from
Salesforce.com Consulting
:: Boosted user adoption with training from
Salesforce.com Training & Certification
:: Implemented custom tabs to reflect
actual sales processes
:: Real-time reports and dashboards
encourage users to forecast revenues
more regularly
first 3 years
pipeline visibility and faster, easier
access to vital information
:: Dramatically reduced data analysis
timeframes thanks to centralized
information and reporting
:: Improved short- and long-term
forecasting with timely, accurate data
:: Automated manual processes, shifting
the focus to maximizing opportunities
47
Our sustained business success in the face of tremendous growth
is a testament to Salesforce CRM’s effectiveness.
48
SunEdison
Industry:
Energy & Chemicals
Profile:
North America’s leading solar
energy service provider
CHALLENGES
SOLUTION
RESULTS
:: Manage an influx of client activity in the
:: Chose Salesforce CRM Professional Edition
:: Expanded from a system that managed
:: Deployed the solution to 30 users
:: Users can drill down into data, instantly
wake of exponential business growth
:: Replace a homegrown system unable
to support the enormous amount of
account and opportunity data
:: Choose a feature-rich solution that could
be implemented easily and produce
reports on-the-fly
:: Ensure ease of customization to match
the needs of a unique energy business
with Microsoft Outlook integration over
Siebel OnDemand
in 3 months
:: Customizations include a Contracts tab,
which records renewable energy credits
accrued by the sale of solar power
:: If a system goes down, the service group
can create tickets that send email alerts
to service people
a few hundred opportunities to one that
manages 8,000
run useful analyses, and create reports
in minutes as opposed to hours
:: Information is graphically represented to
improve sales effectiveness
:: Complete visibility and control over
account and opportunity data support
the company’s continued success
With Salesforce CRM, we deliver service and support faster
and with greater accuracy. It helps us ramp up staff more rapidly
to improve team sales.
CHALLENGES
SOLUTION
RESULTS
:: Provide personalized, localized service to
:: Deployed Salesforce CRM SFA to
:: Delivered the project on time and
SunTrust Banks
:: Realized significant ROI after 2 years: a
Industry:
Financial Services
clients while improving the productivity
of relationship managers
:: Generate new revenue streams and
maximize cross-selling opportunities
among five lines of business
:: Get a consistent, comprehensive view
of client data
:: Choose a CRM solution that complements
the company’s sales methodology, not
supported by existing tools
:: Meet corporate security, performance,
and reliability requirements
:: Identify a system that could be deployed
quickly to ensure differentiation in the
competitive banking industry
2,700 users
integrated with a proprietary data
warehouse that serves as an integration
hub for other systems
:: Customized the solution to support
the sales methodology used by
relationship managers
$175,000 under budget
67 percent increase in capital market
fees, a 29 percent increase in treasury
fees, a 31 percent increase in wealth
management referrals, and a 5 percent
increase in loan referrals
:: Achieved the highest lead relationships in
the industry
:: Improved employee productivity,
resulted in thousands of additional
sales opportunities that yielded millions
in revenue
:: Reduced ramp-up time for new
relationship managers from months
to days
:: Decreased the time relationship
managers spent preparing for sales
meetings by more than 50 percent
49
Profile:
One of the largest banks
in the United States
We successfully used Salesforce CRM as the platform to merge
two very large companies’ sales operations, rolling out to 3,900 users
in only 3 months.
50
Symantec
Industry:
Profile:
The world leader in providing
solutions to help customers
assure the security, availability,
and integrity of their information
CHALLENGES
SOLUTION
RESULTS
:: Rethink the existing CRM strategy in light
:: Selected Salesforce CRM for its scalability,
:: Achieved adoption targets within
of a merger with Veritas Software
:: Create a common CRM platform for the
new combined sales organization
agility, ease of configuration, and
on-demand architecture
:: Superior productivity in head-to-head
comparisons convinced the sales reps
to support the decision
:: Deployed the solution to 3,900
employees worldwide in less than
4 months and simultaneously assimilated
Veritas operations
:: With Salesforce.com Consulting, kept
the implementation on time, on track,
and under budget
:: Internal teams partnered with
Salesforce.com Consulting to learn
best practices
4 months and exceeding expectations
:: Increased the size and accuracy of the
sales pipeline
:: Access to salesforce.com’s product road
map helps the company effectively
plan and execute its sales strategy
Salesforce CRM has made a huge difference in our ability
to increase development and sales opportunities. It’s a resource
we turn to 100 times a day.
CHALLENGES
SOLUTION
RESULTS
:: Identify a CRM system to manage
:: Gained 15 additional leads per month
The Häagen-Dazs
Shoppe Company
:: Replace the Excel spreadsheets used to
:: With salesforce.com partner Reside,
:: Ensured franchise information is easily
Industry:
franchises and ramp up development and
sales opportunities
manage and track leads and a Microsoft
Access database that housed agreements
and franchisee data
:: Choose a solution easily accessible
by remote workers frustrated by a
VPN-based system
:: Ensure customization capabilities
supported the unique nature of
the business
Edition with Microsoft Outlook integration
over a proprietary CRM solution
customized and deployed the solution in
less than 6 months
with Salesforce CRM for Google AdWords
accessible regardless of an employee’s
location with the solution’s on-demand
architecture
:: Extended the solution’s functionality into
:: Provided greater insight into franchise
— Häagen-Dazs University, a training
component to track which franchisees
have attended training
:: Future plans call for using case
Franchiseforce with custom tabs:
— Defaults, which tracks which shops
failed inspections
— Openings, to follow the opening process
for new construction
— Real Estate Leads, to match new franchise
owners with a potential shop location
activity via dashboards and reporting
functionality to track franchises that
fail inspection
51
Profile:
The franchisor of Häagen-Dazs
Ice Cream Shops
We have a lot of direct mail and other lead generation activities.
Previously we had no visibility into which ones worked and
which didn’t. This kind of information is invaluable and will only
help us extend our business success into the future.
52
The HoneyBaked Ham Company
of Georgia
Industry:
Profile:
A purveyor of high-quality ham
CHALLENGES
SOLUTION
RESULTS
:: Choose a robust, yet simple CRM solution
:: After considering developing an in-house
:: Increased pipeline visibility lets
to effectively manage the business gifting
and catering sales channels
:: Ensure the solution could scale better
thanACT! and Microsoft Excel
:: Provide visibility into sales activities
and gauge the effectiveness of
marketing efforts
:: Select a solution that wouldn’t intimidate
non-technical users and that required
minimal infrastructure and maintenance
system, selected Salesforce CRM because
it was easy to implement and use, with
robust functionality out of the box
:: Deployed Salesforce CRM Professional
Edition to 130 users companywide
:: Extended the solution with Opportunity
Pop-Up Calculator, Adoption Dashboards,
and Account Weather Information from
:: Integration with an order POS and
management system on the front end
lets users update opportunities and
accounts within Salesforce CRM
management monitor performance,
accurately forecast, and plan for success
:: New visibility into 100 different lead
sources lets managers shift marketing
and lead-generation efforts in the most
profitable direction
:: Rapid user adoption improved
productivity
:: Ability to continuously update and
augment the solution as the business
grows using the Force.com platform
Salesforce.com has allowed us to build our own CRM in
keeping with our vision of supporting the goals of higher
education—and changed the way we do business in the process.
It’s been extremely easy to use, integrate, and create custom tabs.
Salesforce CRM lives up to its promises.
CHALLENGES
SOLUTION
RESULTS
:: Manage the sales component of the
:: Chose Salesforce CRM with Microsoft
:: Helps sales reps develop and maintain
successful Journal-in-Education program
more effectively
:: Choose a customizable CRM solution that
could easily adapt to unique processes
and academic structure
:: Replace rudimentary spreadsheets that
couldn’t manage the sales pipeline
:: Select a system that could integrate
with Microsoft Outlook and an online
fulfillment system
Outlook integration
:: Without IT, created custom tabs to
manage institutional sales contracts
and customized fields to align with
business processes
:: Custom objects provide an intuitive way
to manage data for vending machines,
rack displays, and multi-addresses for
wholesale drops
:: Surveying internal users helps generate
ideas for changes that add value to
the solution
strong relationships with universities
and professors
:: Provides clear insight into the
sales pipeline, nationwide activities,
and successes
:: Provides a consistent “face” for the
newspaper across institutions and
geographies
:: A centralized information repository
ensures a seamless transition when a
rep leaves the company
53
The Wall Street Journal
Industry:
Media
Profile:
The world’s leading business
publication
Salesforce CRM is the tool we use to see exactly where we’re
heading—whether it’s good or bad—and whether we need
to take action.
54
Time Warner Cable Business Class
Industry:
Communications
Profile:
The business-to-business arm of
Time Warner Cable
CHALLENGES
SOLUTION
RESULTS
:: Provide tools to analyze critical
:: Selected Salesforce CRM for its analytics,
:: Increased accountability for sales reps
:: Provide more accurate forecasting
:: Dashboards give an overview of key
business data
and a better understanding of the
revenue stream
:: Gain better and quicker insight into
potential issues for more proactive
problem resolution
:: Provide better tracking of daily sales
and business activities
sales, and customer service capabilities
analytics in one spot
:: Alerts and drill-down capabilities provide
valuable and timely insight
:: Used the Force.com platform to create a
Web log for sales team communications
:: Increased productivity by 5–10 percent
in the first year; expecting a 20 percent
increase by the end of the second year
:: Realized significant time savings for
standard business activities; for example,
reduced survey completion from 7 days
to 2 days and reduced construction from
21 days to 14.5 days
Toyota Motor Europe’s strategy is to provide a superior-quality
purchase experience, and we believe the Salesforce CRM solution
is ideally suited to help us achieve that goal.
CHALLENGES
SOLUTION
RESULTS
:: Integrate back-office systems and
:: Chose Salesforce CRM for its ability to
:: Deployed a fully integrated European
Toyota Motor Europe
:: Customized the system to meet the
Industry:
Manufacturing
:: Substantial improvement in customer
Profile:
The world’s second-largest
vehicle manufacturer
external sources of information on
vehicle data
:: Provide a superior-quality purchasing
experience
integrate with back-office systems and
external sources of vehicle data
:: Deployed the solution to target, acquire,
and manage day-to-day relationships
with multinational fleet customers
:: The Force.com platform offered the
flexibility to integrate with any enterprise
application or system quickly, easily, and
more cost-effectively
sales environment in less than 3 months
company’s unique needs, automating
many day-to-day processes
responsiveness due to automation that
lets European sales territories work
together more efficiently
:: Provided an enhanced purchase
experience thanks to the solution’s
on-demand architecture
55
Salesforce CRM is a solution that stretches across our entire
organization—streamlining everything in its wake. To be honest,
we wouldn’t be able to run our business without it.
56
Voices.com
Industry:
Media
Profile:
The world’s largest online
marketplace for voice talent
CHALLENGES
SOLUTION
RESULTS
:: Select an effective CRM solution to
:: Implemented Salesforce CRM Professional
:: Achieved a 62 percent increase in
manage a rapidly growing business
:: Effectively handle the customer
management processes allocated first to
Microsoft Entourage and then to NetSuite
:: Eliminate NetSuite usability issues such
as shifting tabs and drop-downs plus
difficult navigation
:: Identify an easy-to-use, Web-based CRM
replacement that could deliver whenever,
wherever access and provide an end-toend view of the business
Edition with Microsoft Outlook integration
and Salesforce CRM for Google AdWords
in 1 week
:: Extended the solution with
VerticalResponse, an email marketing
app, plus reports and dashboards for
sales, service, and marketing from the
Force.com AppExchange
:: Created a custom “Jobs” app with the
Force.com platform that lets radio station
advertisers post jobs directly to the
Web site
:: Augments the company’s support
resources with auto-response emails and
a searchable, self-service knowledge base
of more than 500 solutions
:: Future plans to integrate QuickBooks—
via eBridge—will let the company
synchronize financial data and create
invoices from within Salesforce CRM
gross sales
:: Increased new leads by 215 percent
over 3 months
:: Realized an ROI on marketing campaigns
as high as 1,189 percent
:: 100 percent user adoption results
in cleaner customer data and more
streamlined business practices
Index: Customers
Customer
PG
24 Hour Fitness
4
5
Alltel
6
AMD
7
8
Aon
9
ASCAP
10
Ashland
11
Borland
12
Bronx Lab School
13
Cars.com
14
15
Cisco
16
Cognos
17
Corporate Express
18
Cray, Inc.
19
Dell
20
Dimension Data
21
22
E*TRADE FINANCIAL
23
F5 Networks
24
25
Google Enterprise
26
Harris Interactive
27
Informa
28
Kaiser Permanente
29
Sales
t
t
t
t
t
t
t
t
t
t
t
t
t
Marketing
Service
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
t
Customer
PG
Sales
Marketing
30
Konica Minolta
31
t
t
t
32
t
t
Motorola
33
NJ TRANSIT
34
t
t
35
Polycom
36
Qualcomm
37
t
Quantum
38
t
t
39
Ryder
40
Segway
41
42
43
Síminn
44
SmartMoney
45
SunEdison
46
SunTrust Banks
47
Symantec
48
The Häagen-Dazs Shoppe Company
49
t
t
t
t
t
t
t
t
t
t
t
t
51
52
Toyota Motor Europe
53
Voices.com
54
t
t
t
t
t
t
t
t
The HoneyBaked Ham Company of Georgia 50
Service
t
t
t
t
t
t
t
t
t
t
Index: Industry
Industry
Customer
Business Services
Harris Interactive
Communications
Energy and Chemicals
Financial Services
Healthcare
Alltel
PG
5
Industry
Customer
Hi-Tech Hardware
AMD
7
Cisco
16
Cray, Inc.
19
27
6
PG
25
Dell
20
Polycom
36
F5 Networks
24
Síminn
44
Motorola
33
52
Qualcomm
37
Corporate Express
18
Quantum
38
30
Borland
12
35
Cognos
17
39
Dimension Data
21
Ryder
40
Konica Minolta
31
Segway
41
43
42
Symantec
48
The Häagen-Dazs Shoppe Company
49
Insurance
Aon
The HoneyBaked Ham Co. of Georgia
50
Manufacturing
Toyota Motor Europe
53
Ashland
11
Media
ASCAP
10
SunEdison
46
Cars.com
14
15
Google Enterprise
26
22
Informa
28
E*TRADE FINANCIAL
23
SmartMoney
45
32
51
SunTrust Banks
47
Voices.com
54
24 Hour Fitness
4
Bronx Lab School
13
NJ TRANSIT
34
Kaiser Permanente
Nonprofit, Ed., & Public Sector
29
Travel and Transportation
9
8

Manage. Share. Succeed.

Transcription

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