Borland Taps Salesforce CRM Unlimited Edition for Efficiencies that Span Sales, Marketing, and Support

"Salesforce CRM Unlimited Edition ties together our sales, support, and marketing functions so they operate as one cohesive unit. The offshoot is more efficient processes that accelerate the sales cycle and improve the customer experience. Beyond that, the Force.com platform has revolutionized how we develop applications. Being able to extend the benefits of on-demand beyond CRM is a strategic win for our entire organization. The Force.com platform lets our business focus on innovation, not infrastructure."


— Borland

Challenge

  • Borland—the global leader in Open application lifecycle management (ALM)—needed to replace its cumbersome, on-premises SalesLogix system in response to a reengineering of its sales process
  • The company found it difficult to adjust its system to change management processes
  • The technical support Web site experienced intermittent outages that negatively impacted customer access and satisfaction
  • Borland required an agile, customizable CRM system that could be rolled out quickly and maintained cost-effectively

Solution

  • A key factor in Borland’s selection of Salesforce CRM Unlimited Edition was its multitenant model that consolidates front office functions on one easy-to-navigate interface
  • Inspired by Borland’s successful deployment to 400 users, the company chose to leverage its model companywide
  • The implementation included integration with Microsoft Outlook and SmartPhones for wireless access
  • Consulting partners Bluewolf and Appirio maximized Borland’s implementation of Salesforce CRM for Salesforce CRM Sales and service and support
  • A Salesforce.com Consulting manager imparts ongoing implementation and maintenance counsel on all initiatives to ensure Borland makes the most of its CRM investment
  • Migrating from an existing on-premise support system, Salesforce CRM synchronizes customer data
  • Salesforce CRM Partners provides partners with access to whitepapers, content, and demos
  • To spur user adoption, the company conducted in-person training companywide
  • Sales managers use dashboards to track metrics such as adoption and quotas; real-time analytics enable the creation of quick and customizable forecasts and reports
  • Borland leverages Salesforce CRM Marketing integrated with Eloqua to automate lead generation and email response, and to create, execute, track, and measure marketing campaigns

Results

  • A unified CRM system that unites sales, marketing, and support boosts user adoption and accelerates the sales cycle
  • Streamlined processes simplify cross-company operations 
  • Integration between sales and tech support drives a consistent customer experience 
  • Integrated workflow enforces compliance and reduces errors and manual rework

Borland

Back to top

SasSy Recommends