SalesForce Helps FleetPartners to Drive More Business

Challenge

FleetPartners is a dynamic, growing company. However they were using an out of date information management system that was failing to capture valuable information. Users were unenthusiastic, information was updated sporadically, and it was difficult to generate meaningful reports or analyses. Customer history also had to be viewed for each location which made it difficult to get a snapshot overview.

 

The business realised that to stand by its motto - “To be the recognised leader in hassle-free fleet outsourcing solutions in Australia & New Zealand” – they needed to move to a real-time and technologically-savvy CRM solution.

Solution

FleetPartners identified six critical success factors that had to be addressed to meet existing and expected needs. Of several companies that FleetPartners considered, only salesforce.com had the capacity and the flexibility to address these critical factors.

 

FleetPartners and salesforce.com developed a comprehensive CRM solution that encouraged users to regularly input information, ensuring that data was up-to-date and relevant. FleetPartners then incorporated Dealmaker from The TAS Group – a sales performance and pipeline application, as well as email applications through Outlook, to provide clear workflow rules and improve follow-up.

 

They can now generate reports, analyse crucial information in a variety of ways, and track activity of their different prospects, customers and business partners. The Outlook application triggers reminders to sales staff, to ensure that customer queries and contacts are followed up on time.

 

“Salesforce.com helps us to record information that is now used on a daily basis,” said Brendan Cocks. “It has helped streamline our process of dealing with all prospective and existing customers and in so doing delivers an enhanced customer experience.”

 

Results

• FleetPartners’ Head of Marketing now produces the monthly report for the Executive Board in 30 minutes. Before the salesforce.com solution was implemented it took an entire day.
• Workflow is now much more transparent. FleetPartners tracks every contact from each customer segment. They can now immediately identify and rectify any issues, before an impact is felt by the customer.
• The ‘Quote Approval’ tool has enhanced the company’s efficiency internally resulting in improved customer satisfaction.
• The Account and Contact list within SFDC has increased by 15% over the last 12 months resulting in a greater and broader target list for Campaign Management.
• Using SFDC has reduced the amount of time spent on collating information from a variety of sources in order to satisfy management requirements. Now managers can leverage one centralised database to run their team’s activities and pipeline reports, freeing up time for sales people to spend face-to-face with clients.
• The quality of leads that FleetPartners source from the website via the Web-to-lead feature in Salesforce.com is greatly improved.