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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
:: Deployed Salesforce CRM Enterprise
:: 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 customer satisfaction 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
CRM Customer Service & Support
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
:: With Salesforce.com Consulting,
:: 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: Hi-Tech Software & Services 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
:: Deployed Salesforce CRM Enterprise
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
:: Deployed Salesforce CRM Enterprise
:: 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: Hi-Tech Software & Services
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
:: Deployed Salesforce CRM Enterprise
:: 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
:: Deployed Salesforce CRM Enterprise
:: 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
:: Extended the solution with Salesforce
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
:: Extended the solution with Salesforce
CRM Customer Service & Support
:: 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: Distribution & Retail 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: Hi-Tech Software & Services
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: Distribution & Retail 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
:: With Salesforce.com Consulting,
:: 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
:: Deployed Salesforce CRM Enterprise
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 the Force.com AppExchange
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: Distribution & Retail 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: Distribution & Retail 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: Distribution & Retail
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: Distribution & Retail 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
:: With Salesforce.com Consulting,
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: Hi-Tech Software & Services 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 customer satisfaction
:: 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
:: Selected Salesforce CRM Enterprise
:: 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
:: With Salesforce.com Consulting,
:: 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: Hi-Tech Software & Services 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
:: Selected Salesforce CRM Enterprise
:: 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: Distribution & Retail
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: Distribution & Retail 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 the Force.com AppExchange
:: 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
AlliedBarton Security Services
5
Alltel
6
AMD
7
American Medical Response
8
Aon
9
ASCAP
10
Ashland
11
Borland
12
Bronx Lab School
13
Cars.com
14
Chase Paymentech Solutions
15
Cisco
16
Cognos
17
Corporate Express
18
Cray, Inc.
19
Dell
20
Dimension Data
21
Dreambuilder Investments
22
E*TRADE FINANCIAL
23
F5 Networks
24
Fujitsu Network Communications
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
Karl Strauss Brewing Company
30
Konica Minolta
31
t t
t
Misys Banking Systems
32
t t
Motorola
33
NJ TRANSIT
34
t
t
Papa Murphy’s Take ‘N’ Bake Pizza
35
Polycom
36
Qualcomm
37
t
Quantum
38
t t
Restoration Hardware
39
Ryder
40
Segway
41
Shopping.com, an eBay company
42
Siemens PLM Software
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
Time Warner Cable Business Class
52
Toyota Motor Europe
53
Voices.com
54
t t
t t t t t t
The HoneyBaked Ham Company of Georgia 50 The Wall Street Journal
Service
t t t t
t t t t t
t
Index: Industry Industry
Customer
Business Services
AlliedBarton Security Services Harris Interactive
Communications
Distribution & Retail
Energy and Chemicals Financial Services
Healthcare
Alltel
PG
5
Industry
Customer
Hi-Tech Hardware
AMD
7
Cisco
16
Cray, Inc.
19
27 6
PG
Fujitsu Network Communications
25
Dell
20
Polycom
36
F5 Networks
24
Síminn
44
Motorola
33
Time Warner Cable Business Class
52
Qualcomm
37
Corporate Express
18
Quantum
38
Karl Strauss Brewing Company
30
Borland
12
Papa Murphy’s Take ‘N’ Bake Pizza
35
Cognos
17
Restoration Hardware
39
Dimension Data
21
Ryder
40
Konica Minolta
31
Segway
41
Siemens PLM Software
43
Shopping.com, an eBay company
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
Chase Paymentech Solutions
15
Google Enterprise
26
Dreambuilder Investments
22
Informa
28
E*TRADE FINANCIAL
23
SmartMoney
45
Misys Banking Systems
32
The Wall Street Journal
51
SunTrust Banks
47
Voices.com
54
24 Hour Fitness
4
Bronx Lab School
13
NJ TRANSIT
34
Kaiser Permanente
Hi-Tech Software & Services
Nonprofit, Ed., & Public Sector
29 Travel and Transportation
American Medical Response
9
8