American Home Shield Leverages Force.com for Customizations, Integrations, and New Applications

"Using the Force.com tools—Force.com Builder, Force.com API, and the AppExchange directory—we were able to tailor Salesforce to our unique needs, integrate legacy data, and extend our environment with new applications."


Challenge
  • American Home Shield, the nation's leading home warranty company—servicing 49 states and more than 1 million homeowners—wanted a common CRM solution for all of its sales representatives
  • Sales reps were managing their own contacts and customers with individual contact management tools, which meant the company lost valuable relationship history every time a rep left
  • Company management needed a better way to keep track of key sales information and provide automated support for its unique sales process
  • The geographically dispersed sales organization needed a solution with anywhere, anytime access, an intuitive Web-based interface, and offline capability

Solution
  • The sales-led initiative selected Salesforce SFA because its on-demand architecture allowed the company to deploy with minimal IT support
  • Using Force.com Builder, the company customized Salesforce to track the complex relationship between real estate agents, warranties, and end customers
  • Integrations, powered by the Force.com API, synchronize a legacy customer support system, master customer data, and finance information with Salesforce
  • Bidirectional integration with the company's enterprise system flows call-center information to Salesforce and sales information to the enterprise system, maintaining a holistic customer view
  • Via Salesforce integration with Microsoft Outlook, sales reps access contacts and automatically log email interactions within Salesforce
  • A sales force optimizer app based on an AppExchange directory application maintains employee information within Salesforce, giving the company a 360-degree view of its staff as well

Results
  • Comprehensive, consistent sales information—approximately 125,000 accounts, more than 1 million contacts, and between 250,000 and 500,000 records—provides management real-time visibility into key sales metrics
  • With the customized Opportunities tab, American Home Shield executives can track listings and closings on a month-by month and year-over-year basis not only for accounts but for individual agents within those accounts
  • An innovative incentive program keeps adoption at 100%
  • Using Salesforce, promotional budgets are now managed with greater accuracy
  • With all customer touch points captured in Salesforce, the sales team now has a complete view of activity within accounts
 
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