Dermalogica streamlines processes and improves efficiencies for a rosy outlook

Challenge

• Dermalogica, a leading manufacturer of professional skincare products, needed a new CRM solution that could provide a better way to route and manage leads as well as more comprehensive reporting on sales volumes and activities
• Wanted to replace its third-party lead management solution with a more comprehensive tool to better manage its sales processes
• Required a robust solution that would maintain a centralized customer database with account histories and integrate with an existing ERP system

Solution

• Deployed Salesforce CRM Enterprise Edition over a 3-month period to inside sales, outside sales, sales administration, and finance with assistance from Astadia, a salesforce.com consulting partner
• Extended Salesforce to partnership school managers; rather than manage various schools using multiple Excel worksheets, the managers now have information all in one place and can create reports with just a few clicks
• Installed the Pervasive Data Integrator from the AppExchange for two-way integration with a JD Edwards ERP system
• Administrators learned best practices at salesforce.com training and certification workshops that later let them significantly reduce third-party development support costs
• Dashboards provide fast access to real-time information on lead volumes, activities, and sales projections, giving managers greater visibility into field activities and pipeline progress
• Enterprise administration capabilities ensure that the right people have access to information
• The company plans to roll out Salesforce CRM to its marketing and customer service groups in a future phase of deployment

Results

• Central repository of CRM information ensures accurate data is readily available and shared across the entire company
• Improved reporting gives managers increased visibility into field activities and helps them track opportunities throughout the lead life cycle
• Leads are processed in a timely manner and sent to the appropriate reps; better management of people and processes helps Dermalogica close more deals more quickly
• Integration with JD Edwards enables daily data exchange between Salesforce CRM and ERP for better business planning
• Reduced paper usage is good for the environment