CRM Success in the Cloud - Salesforce

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 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


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: 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


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: 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


:: 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: 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


:: 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 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


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


:: 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: 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


:: 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


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


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