PUC Founder Deploys Salesforce CRM for Tracking and Managing Customer Sales, Support and Warranties

Challenge

• PUC Founder sought an effective means for tracking data-intensive customer sales, service , support and warranty activities
• It had outgrown its existing in-house system, which was struggling to expand at the same rate as the business
• The new system needed to be highly scalable to accommodate the growth of the business far into the future
• PUC Founder wanted to be able to trial the new system in parallel with existing business processes, therefore expensive corporate infrastructure changes were not an option
• Employees from Malaysia HQ needed to have access to the same data set for continuity and to increase their ability to provide excellent customer service
• PUC Founder wanted to be able to easily integrate its existing internal systems with the selected CRM, as well as to build on new custom applications, to create a process-efficient, single platform, experience for users.

Solution

In October 2008 PUC Founder implemented Salesforce CRM Enterprise Edition for 15 users within Malaysia HQ, giving them the ability to manage a 500 over strong customer database.  The Force.com development platform facilitates the integration of existing business applications and the ongoing custom development of Salesforce CRM.

Results

• Centralisation of data in the cloud in Salesforce CRM give PUC Founder sales and support personnel 24X7 access to corporate data from anywhere with an internet connection
• Salesforce.com’s subscriber model eliminated the need for a heavy investment in hardware and infrastructure
• System maintenance time is dramatically reduced within the cloud computing model, without the need for software upgrades and hardware support
• PUC Founder successfully integrated its core database and warranty claims system into a Salesforce CRM environment using the Force.com development platform, to create a single, seamless environment for all customer-related business processes
• Dashboards give PUC Founder a fast insight in the real time status of sales and support team performance
• 15 custom reports provide PUC Founder with the ability to slice and dice data relating to daily, monthly and quarterly operations, to gain accurate business insights
• Using Salesforce CRM for logging and tracking customer queries to conclusion, PUC Founder has been able to set a 24 hours timeframe for responding to enquiries
• A complete view of customer histories in Salesforce CRM arms PUC Founder with the knowledge to provide the highest possible level of customer service