On-Demand in Motion: Mirapoint Leverages Salesforce and the AppExchange to Drive Efficiencies Companywide

“The AppExchange provides a pool of apps we can dip into, test, customize, and deploy according to our evolving needs. I may be in a meeting and hear someone bring up a specific business need. I then go onto the AppExchange and find something that may work—and if it almost does, I can customize it with the Force.com Builder to make it fit. This is the epitome of on-demand in motion.”


Challenge
  • Mirapoint—provider of appliance-based solutions that create Secure Messaging Infrastructure™—required a comprehensive CRM solution that could accommodate both sales and support functions
  • Sales reps unable to know what issues their customers where having
  • The company needed a cost-effective, Web-enabled solution that could integrate with both its Oracle and bug tracking systems 
  • It was crucial that the solution include integrated sales and support functionality

Solution
  • After evaluating competing offerings from Oracle and Remedy, Mirapoint chose salesforce.com—deploying Salesforce Enterprise Edition with Microsoft Outlook integration to 135 users across sales, support, marketing, operations, and finance
  • Mirapoint quickly realized the benefits of the AppExchange—which offers a broad range of on- demand apps; the company browses and tries or test drives new apps as they become available and has installed these apps to date:

- Scribe Sales Order Component allows users to convert opportunities to orders in Salesforce and automatically pass those orders to Mirapoint’s Oracle backend

- Salesforce for Google AdWords helps users create Google ad campaigns with integrated tracking that identifies which ads and keywords generate leads, opportunities, and revenue  

- VerticalResponse helps the company create email campaigns with response tracking within Salesforce

- Project and Issue Management enables Professional Services to prioritize and manage the logistics of projects

- Conga Mail Merge provides a customizable printable view of any records in Force.com Builder helps the company easily develop custom apps and tailor AppExchange solutions—reducing reliance on internal IT resources

  • Integration with Oracle Financials enables information on shipped products and account data to flow from Oracle to Salesforce; via Scribe Sales Order Component, orders flow from Salesforce to Oracle
  • Salesforce's customer service application handles technical support issues in the U.S., UK, Asia/Pac, and Japan
  • Custom tabs such as Keys, Licenses, Competitor Sheets, and Problem Reports/Bugs incorporates disparate sales and support functions into Salesforce
  • Dashboards track adoption, licenses, leads, marketing results, and regional sales data to facilitate reporting on all aspects of the business
  • Workflow capabilities automatically route leads to the appropriate team based on multiple rules

Results
  • Greater pipeline visibility reassures the company that products ship in a timely fashion
  • Pre-integrated and customized AppExchange apps deliver solutions that fit business needs and increase efficiency and productivity
  • The company enjoys ease of use, collaboration, automatic upgrades, and other benefits of the on- demand model across all departments and users with AppExchange solutions
  • Significantly improved reporting capabilities grant management deeper insight into the business
 
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