Alltel Leverages Salesforce CRM Unlimited Edition to Attract New Customers and Better Serve Existing Ones

Challenge

• Alltel—owner and operator of the nation's largest wireless network— needed a CRM solution that was robust and customizable enough to accommodate its business-specific ordering systems
• Disparate existing homegrown applications prevented a unified view of the customer
• Management needed greater customer visibility for forecasting and planning channel activities

Solution

• After considering other systems, Alltel chose Salesforce CRM for its extensive functionality and flexibility
• With the help of consulting partner Astadia, the company deployed Salesforce CRM Enterprise Edition to 633 users across management, sales, call centers, and its data activations team
• Alltel upgraded to Salesforce CRM Unlimited Edition for the Force.com sandbox testing environment, increased storage, and additional administrative support
• The company customized Salesforce CRM to include ordering systems that link to the activations group work queue
• Dashboards track metrics including, sales, revenues, leads, pipelines, and funnels
• The implementation included integration with Microsoft Outlook and mobile devices
• Integration with Peoplesoft Financial Tools enables greater visibility into customer account information
• A point-of-sale system integration is planned for the future

Results

• Unified customer view achieved by linking sales reps with the call center and activations group
• Weak spots in the sales process are identified with real-time views into sales, customers, and pipeline information
• Transparency of data enables standardization of pricing models
• 85 percent user adoption fueled by ease-of-use and customized benefits