Challenge

• Leading telecommunications provider wanted to consolidate the CRM systems used by its sales teams
• Needed to maintain productivity and improve service to business customers with a single, readily-accessible, and easy-to-use solution
• Wanted to provide access to sales teams to key data points on customer data and mechanism to have a one stop shop for many critical functions and processes

Solution

• Salesforce CRM Unlimited Edition was deployed to over 5100 users across the US working on multiple segments of business customers
• Salesforce PRM was deployed to over 1100 Retail stores and 800 Dealer locations to enable cross channel collaboration and churn prevention penetration
• A complex flex control and visual force application was developed to help manage the various Sprint Executive Briefing centers around the US. This enables easy access for the sales teams and ROI analysis for management teams
• A visual force application allows users to manage churn related data to proactively reach out to customers as well as reactively counteract competitors’ promotions
• A Force.com-based application manages waitlists for the HTC EVO 3D and other devices; priority is based on predefined criteria
• Mobile access lets users view and update records using BlackBerry and Windows Mobile devices
• Custom dashboards show real time metrics including forecasts, revenue, adoption, productivity, and leader boards
• Outlook integration keeps customer information and communications in sync
• Access Hoovers from the AppExchange supplies detail data on up to 21 million companies and 28 million executives

Results

• Anywhere, anytime access to data helps sales teams be more efficient
• Complete customer views and real time business metrics help account management and business planning
• Wait list application recognizes profitable and loyal customers
• Easily configurable cloud-computing model puts business owners in control of the system