Ceequence Manages High Volume, Global Customer Interactions with Salesforce CRM

Challenge

• Ceequence needed to find a way to track and manage high volumes of daily customer interactions across multiple business sectors
• It was specifically looking for a unified approach for its sales managers
• It wanted to simplify the reporting process and make reports more meaningful
• The selected system needed to be easy to maintain so as not to detract from Ceequence’s core business
   

Solution

Salesforce CRM with 5 user licences was deployed for Ceequence by salesforce.com implementation partner CRM Orbit in 2008, giving sales managers within the Chennai global services centre and New Jersey, London and Sydney regional offices open access to global customer interactions as a foundation for targeted sales and high level customer service.

Results

• Salesforce.com’s cloud model requires minimum upfront investment, infrastructure changes and maintenance, which meets Ceequence’s requirements for a ‘no hassle’ CRM solution
• Salesforce CRM collates and stores all customer interactions alongside customer records to ensure that no information is disregarded and no opportunity missed
• Regional offices have access to the same real-time customer data in the cloud, allowing them to give informed advice and deliver the best possible services to customers
• Salesforce CRM’s in-built automation and workflow guides sales managers on when to ‘ping’ customers to remain proactive during the sales cycle
• Call accuracy has improved from approximately 60 percent to close to 100 percent, through the high quality of information available to sales managers in Salesforce CRM
• New users - even non-tech savvy ones - are brought up to speed within a maximum of 2 days