Customized CRM from Salesforce CRM Enables 24 Hour Fitness to Team Up with Customers

Challenge

• 24 Hour Fitness, the world’s largest privately owned and operated fitness chain, needed to consolidate all corporate sales groups on one CRM platform
• Disparate CRM systems across the corporate sales force meant the company lacked a consolidated view of customers
• Prior attempts to consolidate on ACT! failed due to integration problems, data transfer issues, and stolen laptops
• A stress-free solution that could be customized and brought in without draining the company’s precious IT resources was a key requirement

Solution

• 24 Hour Fitness selected Salesforce CRM Enterprise Edition over competing products from vendors such as SalesNet
• The company extended its use of Salesforce CRM by installing the following applications from the AppExchange marketplace:

• -Access Hoovers integrates Hoover’s database of up to 21 million companies and 28 million executives with Salesforce CRM

  -Pollzter for AppExchange allows users to easily create and distribute on-demand surveys and response forms

  -Sxip Audit enables system administrators to monitor security status and activities

  -Attachment Manager tracks attachments and storage usage

  -Mass Update Anything enables bulk updating of any field on any type of record

• The company added Salesforce CRM's customer service application for its client- and office-support teams, resulting in a complete CRM solution
• The hosted system was deployed in only 45 days, and was easily customizable
• With simple training, users quickly began using the solution and sharing account information

Results

• Business in 24 Hour Fitness's Corporate Sales Department is up 30 percent year over year and Salesforce CRM's assistance in providing a clear and consolidated view of the sales pipeline has been one of the factors in those results
• Dashboards provide better transparency, reporting, and communication across global teams
• Ease-of-use and training has bolstered a high adoption rate 
• Custom links allow users to access other 24 Hour Fitness systems from within the Salesforce CRM environment