Challenge

• FFF Enterprises needed to make its sales processes more efficient—chasing down the information required for quality customer care was hampering productivity
• Individual sales reps for this leading healthcare company were using standalone contact managers such as Microsoft Outlook and ACT!
• Executives couldn’t centrally access customer data, run sales reports, or efficiently track key performance indicators (KPIs)
• To ensure adoption, FFF wanted a user-friendly system

Solution

• Implemented Salesforce CRM for 70 users after the company and several sales reps tried both Salesforce CRM and NetSuite
• Added custom objects to help field reps find orders by product and by region
• Integrated with FFF's enterprise resource planning (ERP) system, giving reps access to data previously out of reach
• Customized dashboards to help mangers measure key performance indicators and sales reps track their top accounts
• Marketing can easily implement and track campaigns
• Added mobile access to let 17 field reps retrieve answers to customer queries in real time via BlackBerry devices; administrators can manage and update mobile devices over the air from a Web site

Results

• Sales spends more time with customers and less time on administrative and research tasks
• Field reps enter customer "touch" information instantly—instead of waiting hours or days to return to the office—so valuable data is captured
• Executives have new insight into cross-sell and up-sell opportunities, buying trends, customer engagement activities, and marketing results
• Routine calls from field reps to the customer care team have been greatly reduced, leaving more time for handling complex customer inquiries
• Secure, reliable data transport helps the company meet HIPAA privacy regulations