Esker Manages Customer Interactions in Eight Languages Across 50 Countries with Salesforce

"We have been delighted with our decision to move to salesforce.com. For the first time, we have access to a cost-effective, low-risk, global solution that was up and running within 90 days. The product is far superior to the Siebel solution, and our users benefit from an easy-to-use, intuitive interface."


Challenge
  • Marketing, sales, and customer services needed affordable system to track and manage customer interactions in 50 countries
  • Frustrated after implementing Siebel CRM software and trying to integrate it with SAP over three years
  • Upgrade costs for new version of Siebel too expensive for value received
  • Desired integration with existing SAP system

Solution
  • Implemented ondemand CRM from salesforce.com rather than updating existing Siebel system
  • Selected salesforce.com after three-way product evaluation and two-month trial period
  • Implemented in eight languages and integrated with SAP—all within 90 days
  • 180 users worldwide have 24-7 access to customer data via Salesforce Enterprise Edition

Results
  • Rapid implementation and integration
  • Seamless and pain-free upgrade to new Salesforce versions managed automatically with no additional charge
  • Customizations can be easily done in house
  • Very high end-user adoption rate
 
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