"We approached CRM thinking usability and cost were the key benefits of cloud computing. Salesforce.com delivers these—and so much more. We now have a customized CRM system that's easily accessible on BlackBerry devices. It gives us the ability to access our CRM application at headquarters, remote offices, and while traveling around the globe."


— ADTRAN

User Adoption, Data Quality, and Productivity Improve at ADTRAN with Salesforce CRM

Challenge

  • ADTRAN needed to consolidate multiple systems
  • The company wanted to improve lead and opportunity management processes while replacing paper-based reporting
  • Integrated and accurate marketing data was another requirement
  • ADTRAN sought a major increase in user adoption—especially among mobile workers

Solution

  • The company selected Salesforce over Siebel OnDemand for global mobile CRM
  • ADTRAN rapidly customized tabs and integrated CRM with a Baan ERP system and a Remedy-based call center
  • Users are able to search, access, and update real-time customer data from BlackBerry devices—in or out of wireless coverage

Results

  • ADTRAN saw dramatic gains in data quality, user adoption, and productivity
  • Another benefit was better coordinated efforts across resellers, distributors, carrier accounts, and end users
  • The company also experienced improved consistency across the sales organization
  • Custom dashboards present key metrics for the management team
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ADTRAN

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