IDP Implements Salesforce.com To Take Students All The Way (to Australia)
SYDNEY, Australia – XX July 2007:
Deploys Salesforce On-Demand CRM across 70 offices and 28
market and technology leader in ondemand business services, today announced that Australia-based,
international student recruiter IDP Education has deployed salesforce.com’s industry leading CRM
applications to manage all marketing, sales and customer information. The deployment took just six
months to complete across more than 70 offices in 28 countries. As a result of the deployment, IDP
has gained improved visibility into its student customer base and the international sales cycle.
IDP will now be creating a new customer service portal to further improve their relationships with
IDP is one of the 32,300 companies of all sizes, industries and geographies that comprised
the salesforce.com customer base as of April 30, 2007. Revenue and subscribers will be recognised
as the service is delivered.
IDP helps students worldwide find study places within Australia in universities, schools and
colleges and then assists them through their move into the country. IDP’s use of Salesforce CRM
comes as part of the company’s drive to optimise its business operations and maximise the
commercial opportunities available from their rapidly expanding student customers base.
IDP is now using Salesforce CRM to centralise its student data and refine its sales processes
to improve the overall students and client experience.
The web-based solution enables IDP staff to:
- Store customer data centrally and transfer customers from one office to another as they move
around the globe.
- Have greater visibility into the sales pipeline, enabling instant, accurate budgeting and
forecasting along with assessments of IDP’s key sales cycle touch points.
- Utilise add on services such as ‘Mass mailer’ to facilitate email marketing programs.
- Systematically track and manage sales leads from beginning to end, enabling thecompany to
establish and monitor success benchmarks.
According to Julian Longbottom, General Manager of Marketing & Product Development at
IDP,“It is the nature of our business that our customers, because they are international students,
move from country to country. We needed a solution which made our customers visible across our
network of offices and assisted us in providing continuous, quality service, whatever their
Disparate Systems Put the Brakes on IDP’s Growth
Prior to selecting Salesforce, IDP’s 70 global offices used disparate systems to store their
customer information. This made the process of information sharing far too complex for a company
that’s business required seamless country to country liaison, particularly as new
Australian offices were established to provide ongoing service to international students
during their course of study.
“When a student was signed up in one office and then sent abroad to take up their study
place, the new handling office needed the customer’s full background. Gathering this information
from an office thousands of miles away, often in a different time zone, was a time consuming
And as IDP continued to grow this was time that could be much better spent dedicated to new
customers”, said Longbottom.
IDP Selects Salesforce CRM for Deployment Speed and
IDP reviewed five different CRM packages in May 2006 before choosing Salesforce. “Our
globally spread offices needed the new CRM system quickly – we only have two university intakes per
year so that means two annual sales peaks. We were keen to be up and running ahead of our peak
periods. Salesforce requires minimal new infrastructure and is easy to use at an administrative
level so we knew it would be up and running quickly,” said Longbottom.
Being able to access the system via dial up was an important factor for IDP as some of its
offices exist in regions where broadband is unavailable.
Another factor in the decision making process was the flexibility that Salesforce CRM offered
“We plan to constantly improve our services this year as we gain more visibility and data on
our customers. We’ve already downloaded a mass mail tool from salesforce.com’s AppExchange to help
us handle more customised marketing mail-outs. I’m confident that when we develop further
sales and marketing opportunities, salesforce.com and the AppExchange will have flexible
tools for us to use to support our ongoing needs,” said Longbottom.
Salesforce.com’s On-Demand CRM Solution Offers IDP First Glimpse
Since implementing Salesforce CRM - the deployment of which was completed at the end of April
after a six month international roll out - IDP has been pleased by their new found ability to
collate and store customer information and leads.
“We’ve made major improvements in the visibility across our network of the 200,000+ customers
stored in Salesforce CRM,” said Longbottom. “This ties directly into our business strategy to
encourage customer retention and be the leading provider of student recruiting services.”
One of IDP’s first steps to improve its existing service will be to create a customer portal.
Salesforce CRM will form the back end of a new portion of the IDP website, allowing IDP student
customers to log in and check their application processes, make enquiries and view new offers as
IDP develops them.
“The student portal will be an extension of the service we offer, making it even easier for
students to access their application information and communicate with IDP wherever in the world
they may be. The portal is just one new initiative that Salesforce CRM is helping us to pursue in
our drive to improve our longer term customer relationship management,” added Longbottom Salesforce
Platform and the AppExchange Salesforce Platform is the on-demand platform for the next generation
of business applications. Salesforce Platform reinvents traditional customization and integration
and enables a new generation of on-demand applications that go beyond client/server computing. The
Salesforce Platform allows applications to be easily shared, exchanged and installed with a few
simple clicks via salesforce.com's AppExchange directory, enabling all the innovation that the
Salesforce Platform unleashes to benefit the entire on-demand community.
More than 600 applications are now available on salesforce.com's AppExchange, the world's
first on-demand application directory, found at http://www.salesforce.com/appexchange.
Salesforce.com is the world’s largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com/au/.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/au/, or call 1800 667 638 (Australia) or 0800 450 064 (New Zealand).