UST Global Boosts Productivity and Drives Sales with Customized Salesforce Solution

“Because of Salesforce, 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.”


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 Unlimited Edition with Microsoft Outlook integration for its global team of sales and marketing, software delivery, and resource management.
  • The company integrates Salesforce with PeopleSoft ERP and Innotas’ PPM applications for access to financial, human resources and timesheeting data. UST Global also integrated Salesforce 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 pipeline.
  • From the Force.com AppExchange on-demand marketplace, 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 for Google Apps. By providing office productivity applications within Salesforce, 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 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 beyond core CRM with integrated recruitment and resource allocation functionality extends the value of UST Global’s investment, and streamlines processes companywide.
  • Salesforce for Google Apps will deliver efficiencies throughout the organization thanks to easier document sharing and collaboration.
 
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