Chrysler Financial Standardizes Sales Practices Across Three Brands to Drive Business Results

Challenge

• Chrysler Financial—a provider of tailor-made leasing and financing solutions for Chrysler dealers and customers—required a solution to boost the effectiveness of its CRM.
• An existing Lotus Notes system could not adapt to business changes in a cost-effective or timely manner and did not provide 24/7 accessibility.
• The company sought an easily customizable CRM solution that could be quickly implemented with minimal IT support.

Solution

• After Chrysler Financial considered building a CRM solution in-house, the company selected Salesforce CRM Enterprise Edition over SAP CRM for its depth of functionality and solid market leadership.
• Salesforce.com Consulting mapped Salesforce CRM with the company’s business processes, accelerating implementation.
• In three months, Chrysler Financial rolled out the solution to 300 sales users across three brands in three countries; an additional 451 seats were subsequently added for users in operational roles such as dealer credit and retail credit.
• Chrysler Financial customized tabs to account for nuances among different business units. 
• Salesforce.com Premier Support and Salesforce.com Training & Certification programs provide advanced customer care and ensure that the Salesforce CRM expert manages and monitors the company’s Salesforce CRM application.
• S-controls manage sales plan call sheets within Salesforce CRM, capturing prep data and call activity.
• Dashboards track usage to drive productivity and performance.
• Automated lead routing and alerts, based on workflow rules, keep opportunities from going cold.
• Future integration with Lotus Notes will synchronize calendars and email with Salesforce CRM; mobile access may also be added. 

Results

• Centralized access to accurate sales information enables a common conversation about the customer.
• The flexibility inherent in Salesforce CRM allows Chrysler Financial to customize the system as business demands change.
• With the ease of Force.com builder, there is no need to hire programmers to configure the system.
• Eliminates alternative costly solutions by combining coaching into Salesforce CRM with customized coaching plans--living documents--for each field employee to focus on a few key behaviors that drive results.
• Plans to more deeply leverage Salesforce CRM functionality will further align the system with Chrysler Financial's corporate vision.