WebTrends Migrates from Siebel to Salesforce for Global Customer and Partner Relationship Management

"In addition to lead management, we've built a marketing co-op management function for our Salesforce-powered partner site, whereby the partner proposes a campaign for selling one of our products, our channel manager approves the plan with budget, and then the partner comes back from the event with receipt and result claims. Partners earn co-op dollars to spend based on their sales results as well. Content management capabilities on the site also allow us to drive marketing materials to partners based on their roles. We have a wide network of partners, and these capabilities really help us manage the program and strengthen our relationship with them."


Challenge
  • When WebTrends management with the help of Francisco Partners acquired the business unit from NetIQ, WebTrends needed a new CRM solution, fast
  • Siebel On Premise, the incumbent CRM solution, was short on fans within the sales organization and not a viable option for the WebTrends' IT staff, which was quickly approaching the deadline for rolling out a new solution
  • WebTrends, a leading Web analytics provider with a sophisticated user community, demanded a CRM solution that was equally sophisticated and that was flexible and easily customizable
  • Because the company intended to enable system access to its vast network of partners, WebTrends considered the on-demand model a key requirement

Solution
  • Impressed with Salesforce's ease of use, on-demand architecture, and open integration, WebTrends was further convinced during a live demonstration of real-time customizations impossible with Siebel
  • WebTrends deployed Salesforce worldwide to 185 users in sales, marketing, technical support, and engineering as well as more than 150 partner organizations
  • With the WebTrends partner portal powered by Salesforce, partners can track leads, manage comarketing efforts, and access marketing content
  • WebTrends migrated contract management to Salesforce and retired that module in its ERP System

Results
  • Salesforce's on-demand architecture and powerful customization tools helped WebTrends meet its worldwide rollout deadline on time
  • Automated workflows route actions, including Web-captured leads, lead management, case escalation, and autoresponse emails, to appropriate employees
  • Tight integration with WebTrends' quoting software creates a seamless sales process spanning product configuration, quote generation and delivery, and order management
 
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