Customer Success at NCO Group

Salesforce is all about flexibility. Salesforce allowed us to implement our own proven sales methodology and CRM manager was a great resource that helped us implement this process. Our corporate mission is OK to GREAT in 2008. Salesforce is one of the tools helping our relationship managers accomplish this.
Mike Donnelly, Director, Global Sales & Operations

Challenge Challenge
FailedSAP CRM Failed SAP CRM implementation, zero adoption implementation, zero adoption by users in the field by users in the field Poordata quality, very limited Poor data quality, very limited ability to collaborate ability to collaborate Nomanagement visibility into No management visibility into daily operations and daily operations and performance metrics performance metrics

Solution Solution
Salesforceallows us to market Salesforce allows us to market to our customers. We have to our customers. We have campaigns for each step of our campaigns for each step of our sales process sales process Automatedimport of daily lead Automated import of daily lead generation data from external generation data from external vendor into Salesforce vendor into Salesforce Improvesales performance by Improve sales performance by providing management with providing management with visibility into sales rep activities visibility into sales rep activities

Results Results
Achieved100% user adoption Achieved 100% user adoption within 22months of rollout within months of rollout Leadconversion has improved Lead conversion has improved by >10% over last 66months by >10% over last months Salescycle time has improved Sales cycle time has improved for some products with visibility for some products with visibility into sales rep daily activities into sales rep daily activities Reductionsin new sales rep Reductions in new sales rep ramp-up time ramp-up time

Customer Success at Westinghouse Lighting Solutions

Salesforce has been the key component in creating efficient business procedures on a company wide scale. By granting us visibility to key metrics in our organization it allows us to improve and change processes that are outdated or ineffective. We could not have made this happen without the expertise of CRM manager.
David Errigo, Customer Service Manager

Challenge Challenge
Lack of visibility of pipeline and Lack of visibility of pipeline and forecasting for sales channel forecasting for sales channel Inability to track marketing Inability to track marketing campaigns and analyze which campaigns and analyze which channel partners are producing channel partners are producing on leads distributed to them on leads distributed to them Cases werent tracked or Cases werent tracked or handled in an efficient manner handled in an efficient manner

Solution Solution
Launched Salesforce Enterprise Launched Salesforce Enterprise Edition to each employee within Edition to each employee within the company the company Enterprise Edition allowed for Enterprise Edition allowed for full customization of dashboards full customization of dashboards granting visibility to top granting visibility to top management management Enabled use of workflow rules Enabled use of workflow rules to automate procedures to automate procedures

Results Results
Customer Service Team tracks Customer Service Team tracks all casework through SF all casework through SF reducing response to close reducing response to close time of cases time of cases Ability to forecast partner Ability to forecast partner channel sales goals and track channel sales goals and track progress quarterly progress quarterly Increased visibility of Increased visibility of effectiveness of Marketing effectiveness of Marketing Campaigns Campaigns

Customer Success at TargetX - Building a Better College Recruiting Solution

We talked about offering a CRM tool for admissions years ago. But until salesforce.com moved to a platform from simply an application, we werent going to go there. But now with the help of CRM manager weve got the most flexible platform to build what admissions offices need. The response has been tremendous. Were changing the shape of college admissions and driving our competition crazy!

Challenge Challenge
Integrate an on-demand CRM Integrate an on-demand CRM solution, embed existing email solution, embed existing email and online chat tools, and and online chat tools, and connect ititto aacustom student connect to custom student portal designed specifically for portal designed specifically for college admissions offices college admissions offices Must be able to customize it, Must be able to customize it, add-on new capabilities as add-on new capabilities as demanded, and easily create demanded, and easily create on-demand reports. on-demand reports.

Brian Wm. Niles, CEO/Founder

Solution Solution
Build the entire solution on the Build the entire solution on the Force.com platform Force.com platform Customize tabs and fields to Customize tabs and fields to meet college admissions needs meet college admissions needs Use the Appexchange to embed Use the Appexchange to embed our email and online chat tools our email and online chat tools Work with CRM Manager to Work with CRM Manager to build an easy-to-use publicbuild an easy-to-use publicfacing student portal facing student portal

Results Results
Building beta site March-May Building beta site March-May 2008 (Wilmington University) 2008 (Wilmington University) Goal is to launch entire Goal is to launch entire product by end of Spring 2008 product by end of Spring 2008 Move all existing (300+) clients Move all existing (300+) clients to the platform by 2010 to the platform by 2010 Continue to build new tools Continue to build new tools onto the platform as customer onto the platform as customer demands warrant. demands warrant.