Multi-faceted, Cloud-based Salesforce CRM Deployment Revolutionizes Sales at NTT America

Challenge

• NTT America, the U.S. subsidiary of NTT Communications Corporation, a global data and IP services provider, needed a new CRM solution.
• The company, which provides corporate customers with one stop business communications solutions, had been using Siebel on premise; managers were unhappy with the cost, lengthy implementation times, and high dependency on IT for even simple reporting.
• NTT America wanted a solution that non-IT personnel could administrate.

Solution

• NTT America chose Salesforce CRM Enterprise Edition over Siebel On Demand. Managers appreciated that other NTT companies are using Salesforce CRM with positive results.
• In just one month, the company deployed Salesforce CRM to more than a hundred users in sales, marketing, operations, and finance spread among offices across the United States.
• The company participated in Salesforce.com Training and Certification programs as part of its evaluation process. Courses got administrators and users up to speed without delays.
• Salesforce CRM SFA provides lead and activity management. Web-to-lead integration of online and marketing promotion forms keep deals moving toward close.
• More than 20 custom dashboards provide fast access to real-time data including forecasts, capacity, billing, and profitability; reports are automatically distributed via email each day.
• Salesforce CRM Marketing enables NTT America to create, manage, and measure campaigns from within the application.
• The company customized Salesforce CRM to replace legacy tools and support a variety of additional business processes including credit authorization, legal requests, and solutions engineering.
• NTT America added Salesforce CRM Partner Networks to manage channel deals by streamlining the registration, workflow, and approvals processes.
• The company installed BigMachines from the Force.com AppExchange to automate configuration and pricing for complex orders, generate quotes and proposals, and manage workflow routing and approvals.

Results

• Salesforce CRM has enhanced pipeline visibility; finance can track every deal, including partner ones, for improved capacity planning and increased profitability.
• Updated quoting process utilizing BigMachines generates more accurate forecasts for improved business planning.
• Salesforce CRM Partner Networks makes the company’s channel program more efficient and shortens the time to close deals; the company is looking to integrate its consulting/services group.
• Support for business processes beyond CRM provides complete customer views and improves the flow of information across the company.
• Leads are processed in a timely manner and sent to the appropriate reps, helping NTT America close more deals more quickly.