CA Technologies unifies partners and worldwide sales with a custom Salesforce solution

Challenge

• CA Technologies, a leading provider of software and services that let companies manage their IT environments, needed a CRM solution to unify global sales teams and partners and support its $4 billion business
• An existing CRM system in the U.S. was too cumbersome to gain widespread adoption
• Multiple, disparate systems across global regions—including homegrown solutions and spreadsheets—prevented management from getting an overview of the sales organization

Solution

• Selected the Sales Cloud for its global capabilities, extensive storage, and customization capabilities as well as salesforce.com’s market leadership
• Leveraging Salesforce.com Consulting, deployed Unlimited Edition with multilingual capabilities in just 7 weeks to 5,000 users across the U.S., Europe, Asia, and Latin America
• Implemented reporting and marketing (for automated email campaigns and online lead-generation initiatives), then added account planning integration with Microsoft Outlook calendaring features
• Customized the Product Hierarchy tab to simplify the company’s large, complex catalog of offerings and the Opportunities tab to capture product, services, education, and support components of each deal against their own milestones—and enable more accurate forecasting and reporting
• Developed a custom application with Force.com to manage territory, account, and quota assignments, and integrated it with an internal commissions system
• Added a partner portal for fully integrated channel management and consolidated reporting
• Configured 200 standard reports that are produced from a single data source; reports feed into dashboards that track pipeline, adoption, last time logged, and other key metrics
• Added Salesforce mobile access to equip reps with anywhere, anytime access via BlackBerry devices
• Used Force.com to develop the Agile Vision application—available on the AppExchange—to help third parties manage their agile projects and increase productivity

Results

• Consolidated business views through centralized sales data across global locations; weekly meetings are run from easy-to-use, comprehensive Sales Cloud reports and dashboards
• Improved forecasting and reporting across multiple lines of business—including product, services, education, and support—and increased collaboration worldwide
• More effective partner management and visibility, and more accurate, unified global reporting through a consolidated system
• More effective territory, account, and quota management with fewer errors and reduced manual data maintenance
• Improved data integrity, consistency, and visibility through increased user adoption