Customized CRM from Salesforce Enables 24 Hour Fitness to Team Up with Customers

"Business is really looking up for us; things are gelling, and Salesforce has been a big part of it."


Challenge
  • 24 Hour Fitness, the world’s largest privately owned and operated fitness chain, needed to consolidate all corporate sales groups on one CRM platform
  • Disparate CRM systems across the corporate sales force meant the company lacked a consolidated view of customers
  • Prior attempts to consolidate on ACT! failed due to integration problems, data transfer issues, and stolen laptops
  • A stress-free solution that could be customized and brought in without draining the company’s precious IT resources was a key requirement

Solution
  • 24 Hour Fitness selected Salesforce Enterprise Edition over competing products from vendors such as SalesNet
  • The company extended its use of Salesforce by installing the following applications from the AppExchange marketplace:

  • -Access Hoovers integrates Hoover’s database of up to 21 million companies and 28 million executives with Salesforce

    -Pollzter for AppExchange allows users to easily create and distribute on-demand surveys and response forms

    -Sxip Audit enables system administrators to monitor security status and activities

    -Attachment Manager tracks attachments and storage usage

    -Mass Update Anything enables bulk updating of any field on any type of record

  • The company added Salesforce's customer service application for its client- and office-support teams, resulting in a complete CRM solution
  • The hosted system was deployed in only 45 days, and was easily customizable
  • With simple training, users quickly began using the solution and sharing account information

Results
  • Business in 24 Hour Fitness's Corporate Sales Department is up 30 percent year over year and Salesforce's assistance in providing a clear and consolidated view of the sales pipeline has been one of the factors in those results
  • Dashboards provide better transparency, reporting, and communication across global teams
  • Ease-of-use and training has bolstered a high adoption rate 
  • Custom links allow users to access other 24 Hour Fitness systems from within the Salesforce environment
 
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