Global manufacturing company
United States, France
Salesforce Sales Cloud, Customer Community, Salesforce Mobile App
The company did not have a system or tool in place to track their customer relationship information.
The company had numerous disparate, outdated tools that worked independently of each other and were in no way coordinated.
The tools they were using did not offer adequate self-service capabilities or mobile access, limiting customer engagement and opportunity management.
Their system was not capable of submitting comprehensive (100+ fields) requests to Siebel.
The company implemented:
Sales Cloud with custom configurations designed to meet internal requirements
Salesforce 1 to improve mobile access
Customer Communities to facilitate a pilot set of customers for self-service support
Salesforce to provide a request briefing tool that enables a more seamless process and reduces redundancy
Salesforce to be the system of record for contacts, activities, and opportunities, and to provide improved support to their customers
Integration via a REST API with a custom-built BI tool and Siebel CRM
Marketo to enhance their marketing campaigns and improve targeting
Now that they’ve implemented Salesforce as their CRM, the company has a baseline solution that can easily be deployed to their headquarters across the globe:
Basic CRM capabilities are now in place, including contact, activity, and opportunity management.
Their integration with Siebel and MicroStrategy (SAP data) provides a 360° view of their customers
Salesforce serves as a single window that allows sales reps to work on customer-related activities. It also provides data from SAP and Siebel for Sales and Sample Requests, respectively.