Mobility Services International, Inc. Moves on Salesforce to Eliminate Unnecessary Costs and Streamline Operations

“We’re such strong believers in what Salesforce has done to rev up our sales engine and eliminate unnecessary spend that ‘software as a service’ has become our new mantra.”


Challenge
  • Mobility Services International, Inc. (MSI) —a global relocation and supply chain management company—needed a CRM solution to effectively manage sales operations and institute streamlined processes across the organization
  • With no CRM tool, the company had no clear picture of its customer activity
  • Because roaming sales reps wanted access to the application on the road, the system had to provide wireless functionality

Solution
  • MSI originally deployed Salesforce Professional Edition and quickly upgraded to Enterprise Edition, rolling it out to 21 users across the U.S. and Europe
  • Microsoft Outlook integration, which syncs booked meetings in Salesforce, will allow the company to measure the frequency and duration of meetings to identify any correlative successes
  • Salesforce Marketing delivers Web-to-lead capabilities and campaign management to execute and track direct mail, print, email, and client events; custom fields support specific metrics to measure and optimize results
  • DUNS integration and opportunity management allow MSI to target customers more effectively
  • A custom tab handles support requests from groups within the company to help measure TCO
  • An integrated client knowledgebase will become a system of record that aggregates customer information and drives service delivery business rules
  • Via their standard of BlackBerries as their wireless platform, reps gain access to Salesforce from anywhere at any time
  • From the AppExchange marketplace, MSI downloaded and installed Access Hoovers for account creation along with other Salesforce Labs objects and reports
  • To extend Salesforce into other non-sales related areas such as Human Resources, the company plans to purchase Force.com platform licenses

Results
  • The software-as-a-service model gives the company a clear picture of its TCO and eliminates unnecessary spend
  • Customer profiles in the CRM tool feed into the service delivery platform thus driving business rules and operational excellence in their service delivery
  • Consolidating information in one location provides insight into customer activity—improving customer service and sales efforts
  • Rapid deployment capabilities that quickly weave workflow into the app produced quick ROI 
  • Because processes are embedded right into Salesforce, business success can be predicted based what is known of an individual’s performance
  • Built-in syndicated content and other tools make users consumers of information rather than just producers
  • With plans to tap the full potential of Salesforce, the company plans to achieve a 360-view of the customer, total customer lifecycle management, and unprecedented efficiencies
 
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