Powerful Salesforce CRM Customizability Drives Success at IDeaS

Challenge

• IDeaS Revenue Optimization, the premier provider of enterprise revenue management and optimization solutions and services, needed a CRM system to introduce efficiencies across its worldwide locations.
• A homegrown customer service legacy application did not run consistently.
• Information sharing—crucial to running the business—equated to distributing clunky spreadsheets. 
• The company wanted a customizable solution that required no software installation and could generate real-time reports.

Solution

• IDeaS deployed Salesforce CRM Enterprise Edition with Microsoft Outlook integration to 90 users across business divisions, including sales, marketing, service & support, client services, product management, and R&D; it later upgraded to Salesforce CRM Unlimited Edition and expanded use to the entire organization of 185 employees.
• Integration with a number of applications, including WebEx, Silverpop Engage B2B, other internal business applications, and a client service portal creates a single repository of information.
• A 24/7 call center in India, along with account reps scattered across the globe, leverage Salesforce CRM's call center—using workflow, case assignment, escalation, Web-to-case, and auto-response email functionality. 
• Wireless and offline access provide users with alternative ways of accessing the application.
• All marketing campaigns are conducted in Salesforce CRM, with dashboards that track result metrics.
• Automation inherent in Salesforce CRM streamlines lead management, fulfillment, and case escalation. 
• IDeaS installed a number of apps, including DreamTeam, Employee Manager, EventForce, PRM, Clicktools, Info Center, and Advanced Call Scripting, from  AppExchange—a marketplace of solutions that meet the specific needs of various groups throughout the company.

Results

• Unified information provides comprehensive visibility into customer and pipeline activities.
• The company realizes significant resource and time savings.
• Salesforce CRM facilitates the consolidation of the company’s entire global operation.
• An integrated sales and support solution brings IDeaS closer to a 360-degree view of its customers.
• Custom tabs and objects—along with AppExchange apps that augment the solution set—create a unique, overarching system that benefits each facet of the business.