FITi achieves 53 percent sales order growth with salesforce.com

Challenge

• Strengthen business relationships with customers
• Enhance successful close rates
• Improve transparency and accessibility of information to the whole company
• Improve the management mechanism to adapt the rapid growth

Solution

FITi installed Salesforce CRM SFA and merged the solution with FITi's backend support system and workflow. Modules include marketing management; opportunity management; sales automation; lead management; customer support, as well as integrating with cost analysis; and quotation and invoice flow management system. Customers can also go straight online to review the status of all the change requests submitted to FITi through reporting and dashboard tools. With salesforce.com, FITi has enhanced response times and customer service.

Results

• Customer satisfaction of approximately 80 percent
• Over 90 percent of customers claim they will use FITi’s service again
• Increased close deal rates from 35 percent in 2007 to 66 percent in 2008
• Increased total value of new contracts captured to 53 percent