“Because of Salesforce CRM, we not only have a complete CRM system that aligns with our sales methodology and processes, but gained comprehensive recruitment and resource allocation functionality to support the way we carry out our business. The integration of upstream sales and downstream support functions in a single environment has yielded excellent efficiencies and effectiveness.”


— UST Global

UST Global Boosts Productivity and Drives Sales with Customized Salesforce CRM Solution

Challenge

  • In response to growing business, UST Global—a leading provider of end-to-end IT services and BPO solutions for Fortune 500 and Global 2000 companies—realized it needed a sophisticated CRM solution to manage its sales operations.
  • UST Global needed an established and scalable system to capture opportunity, account, contact and lead information.
  • To keep in sync with its massive growth, the company wanted to evolve from spreadsheets to a more sophisticated system to forecast revenue.
  • To support high year-over-year growth, the company wanted to enhance sales productivity by establishing sophisticated workflows and checkpoints through a world-class CRM system.

Solution

  • After considering and evaluating popularly available CRM systems, UST Global deployed Salesforce CRM Unlimited Edition with Microsoft Outlook integration for its global team of sales and marketing, software delivery, and resource management.
  • The company integrates Salesforce CRM with PeopleSoft ERP and Innotas’ PPM applications for access to financial, human resources and timesheeting data. UST Global also integrated Salesforce CRM with its document management and project management systems for greater efficiencies. 
  • UST Global built a native Recruitment and Resource Management app on the Force.com platform to track myriad hiring information such as required resources, date, billing rate, visa requirements, location, tech skill sets, and more.
  • Integration with specialized solutions enables live dashboard views of very granular sales pipelines.
  • From AppExchange, the company downloaded and installed Access Hoover’s, which provides data on up to 21 million companies, and Jumpstart Solution for messaging and data workflow. 
  • Selected metrics from the Holden Sales Methodology built into an opportunity object via a custom control prompts UST’s salespeople to answer questions that move opportunities to the next stage. 
  • UST Global is also piloting Salesforce CRM and Google Apps. By providing office productivity applications within Salesforce CRM, UST Global hopes to streamline work processes and boost effectiveness.

Results

  • UST Global now has accurate revenue forecasts with real-time pipeline data.
  • By customizing Salesforce CRM with sales metrics, the company knows exactly what salespeople are doing throughout each stage of the sales process and “stage velocities”– or how long it takes to graduate an opportunity from one stage to another.
  • Expanding Salesforce CRM beyond core CRM with integrated recruitment and resource allocation functionality extends the value of UST Global’s investment, and streamlines processes companywide.
  • Salesforce CRM and Google Apps will deliver efficiencies throughout the organization thanks to easier document sharing and collaboration.

Full Case Study

At UST Global, salespeople live in Salesforce CRM. It's one of the reasons UST Global, the leading provider of end-to-end IT and BPO services for Fortune 500 and Global 2000 companies, has seen fantastic growth over the last few years and has been able to manage 45 global accounts today with its 5,500 employees. It is also why Prasan Vyas, director of sales projects at UST Global, is so excited about Salesforce CRM and Google Apps. By providing office productivity applications within Salesforce CRM, Vyas says UST Global will benefit companywide.

How do you use Salesforce at UST Global?

UST Global is a PCMM and CMMI Level 5 company headquartered in Aliso Viejo, California with worldwide offices in New York, London, Manila, Vancouver, Trivandrum, Chennai, and Kochi, and with significant delivery operations across the globe. UST Global was founded on a unique set of values and a culture that simply sets it apart from its competitors. Our goal is to work with a handful of select clients and provide marquee customer service and relationship management.

Towards this focused objective, we started on Salesforce CRM about 5 years ago and have implemented complex customizations to support our sales methodology and processes. We have now further expanded our use of Salesforce beyond core CRM, and have implemented comprehensive recruitment and resourcing functionality to support downstream processes and workflow. With an operational foundation focused on excellence, UST Global prides itself on client intimacy and delivering "commitment beyond contract."

What do you think of Salesforce CRM and Google Apps?

I showed Salesforce CRM and Google Apps to some salespeople and they were very excited. Salespeople live in Salesforce, and they can save a lot of time if they don't have to launch a separate application to create a presentation or spreadsheet. By not having to leave the Salesforce environment, my users will be even more effective.

How are you using Salesforce CRM with productivity applications today?

We currently attach PowerPoint presentations and Excel spreadsheets to opportunities within Salesforce. For example, we create a spreadsheet for every account for complex revenue calculations. At the end of the month, these spreadsheets are heavily used to compare and contrast the actual revenues against the forecast. Users leave the Salesforce environment to create a document and then upload the document to Salesforce.

How will Salesforce CRM and Google Apps change the way UST Global users work?

We will adopt Salesforce CRM and Google Apps like nobody's business. UST Global users will love the integration. Because every opportunity and major account currently has revenue spreadsheets attached to it, this will mean huge time savings. As long as the formats are not a bottleneck, people will take to Salesforce CRM and Google Apps like ducks to water.

I also see this new application as a chance to encourage people to use opportunity data in Salesforce and to really take advantage of the advanced functionality Salesforce has to offer.

Will Salesforce CRM and Google Apps increase collaboration at UST Global?

It will be very convenient for people to log into Salesforce and chat about an account or opportunity using Google Talk. Having all the advantages of Google Talk (like pop-out and storing of conversations within one’s own Google account) but from inside of Salesforce is a really quaint, unique, and charming feature.

I also think the calendaring functionality will be amazing. We think Microsoft Outlook integration is great, but the Google Calendar feature will be huge. People still have to be reminded to sync their calendars with Salesforce, and now it will be automatic.

Are Salesforce.com and Google changing the game with Salesforce CRM and Google Apps?

Salesforce CRM and Google Apps goes a long way in terms of extending the power of software as a service (SaaS). Now you can run your office on Salesforce and Google.

What are the biggest benefits of Salesforce CRM and Google Apps?

UST Global will benefit companywide. Salesforce CRM and Google Apps will boost the productivity of our salespeople. Plus, our accounts and opportunities teams will definitely benefit from the collaboration. In addition, UST Global is a salesforce.com consulting partner, so we can readily see how Salesforce users across all verticals will benefit from Salesforce CRM and Google Apps.

UST Global

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