BPM Partners Enjoys Ten-Fold Return on Investment with Salesforce.com

"We have enjoyed a tenfold return on our investment in salesforce.com. Salesforce CRM is easy to roll out and use, and it offers plenty of choice in applications and features. We have been able to create the workflow we wanted effortlessly, without the constraints of a complicated system."


Karl Mouantri

Managing Director, BPM Partners

Challenge

  • Requirement for high visibility to better manage and improve business processes
  • Employees across AP region needed anywhere, anytime access to customer information to provide a high quality proactive service
  • With businesses in Japan and Asia Pacific, the system had to be multi-byte enabled and able to process and store information in Japanese and Chinese characters
  • Need for quick implementation, with minimal requirements for IT infrastructure and support, to keep costs low and not detract from the core business
  • BPM Partners wanted to be able to extend the functionality of the in-house CRM to employees on the road to improve service at the customer site

Solution

BPM Partners deployed Salesforce CRM for around 20 users who rely upon it for sales forecasting, campaign management, lead forecasting and reporting. The company leveraged Recruitforce on the AppExchange to create a strong IT environment for supporting recruitment and HR processes. Additionally, 10 mobile users have access to Salesforce CRM and the recruitment application on their iPhones.

 

Results

  • 360 degree view of customer interactions in the Asia Pacific region across all regional offices
  • Better management of cash flow through increased transparency of business processes
  • Website integration with salesforce.com enables sales leads to be automatically captured and immediately actioned
  • Dashboards enable BPM Partners to monitor the productivity of telesales and the effectiveness of campaigns
  • Google Analytics integration ensures campaigns are more targeted and resources focussed on high yielding markets
  • 80 percent cost saving in development of recruitment application through sourcing a template within salesforce.com AppExchange application market place
  • Overall return on investment of 10 times the original cost

Full Case Study

BPM Partners is a privately held advisory services company, offering consulting on business performance management, supply chain management and executive recruitment. Headquartered in Stamford, Connecticut, it has offices around the world. Relatively small in terms of consulting businesses, it is able to offer customers that small business ‘personal attention’, while also delivering global, enterprise-class services.

Regional employees need access to single source of truth
BPM Partner’s Singapore office is responsible for steering business operations throughout the Asia Pacific region. With a geographically dispersed workforce, BPM Partners quickly identified a critical need for visibility of customer activity across the region. Salesforce.com’s Sales Cloud solution offered the ideal way for the company to share sales information and customer account details online, giving employees a 360 degree view of the business.

“Each of our regional offices needs to know what is going on at all times, and they need to have that information as quickly as possible,” explains Karl Mouantri, managing director of BPM Partners.

“Sharing information in the cloud through Salesforce CRM seemed the logical solution.”

Essential language support
Salesforce CRM also answered another key requirement in that it allowed BPM Partners to store and process information in Japanese and Chinese characters to accommodate its Tokyo, Shanghai and Hong Kong operations.

A further critical criterion was that the CRM be quick to implement and require minimal support once up and running, which again pointed towards a hosted cloud solution.

“We are running a business, not an IT department,” says Mouantri. “Anything that takes us away from our core business function is working in opposition to our defined business strategy.”

Around 20 BPM Partners employees currently use Salesforce CRM for sales forecasting, campaign management, lead forecasting and reporting. A high degree of workflow and automation ensure business leads progress seamlessly through the system.

No lead dropped with web to lead
BPM Partners has recently connected Salesforce CRM to its website to benefit from the advantages of web to lead – new business enquires captured from the website go straight into the salesforce.com system. Google Analytics allows BPM Partners to see where leads are coming from and gain insights into which are the most lucrative markets.

Targeted campaigns yield higher results
Furthermore, when BPM Partners launches a new campaign into any given area through salesforce.com, Google Analytics integration allows it to see exactly who has viewed and forwarded its information, to ascertain market interest far more accurately.
“We can take a more targeted approach to bringing on new business through salesforce.com and concentrate our efforts on where there’s interest,” says Mouantri.

Building applications easy with AppExchange
An advocate of the flexibility of Salesforce CRM, BPM Partners sources its templates for creating new applications from the salesforce.com AppExchange applications market place. This is where it obtained the basis for its in-house recruitment application, modified from a Recruitforce template.

Mouantri estimates that “building the recruitment application in this way saved us a good 80 percent of the costs it would have taken for us to create the same system from scratch.”

Field employees have 360 degree visibility of customer data
Following a recent transition to a Mac environment, BPM Partners has linked its CRM and dedicated recruitment application to the iPhones of mobile consultants, enabling them to access vital customer details on the road. This saves them valuable pre-meeting preparation time meaning that they always turn up to appointments fully versed on the customer’s account details. This provides a massive quality advantage over competitors.

Dashboards boost productivity
Back in house, BPM fully utilises the inherent tracking capability of Salesforce CRM to monitor the productivity of telesales employees on the recruitment side. Head office gets a dashboard view of the number of calls made by each member of staff as a measure of their efficiency.
In fact all key business processes are dashboard driven, with dashboards giving an early indicator when issues arise within campaigns and conversions for example, allowing managers to drill down to investigate the source of the problem and rectify it before it impacts on results.

Results speak for themselves!
The increased control that Salesforce CRM has given BPM Partners over business processes has brought about a tenfold return on its initial investment!

BPM Partners plans to continue evolving its CRM system in the future by integrating the accounting system through Financial Force.

BPM Partners

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