Challenge

• Multiple corporate brands, controlling business processes and managing the sales pipeline was complex
• An existing Sequel (SQL) data management system lacked the functionality to scale companywide
• Need for a way to guarantee the highest level of service to premier  customers while also keeping track of a large volume of smaller accounts
• Users within geographically dispersed offices needed an easy way to share information and ideas with each other to improve business processes
• Requirement for a robust, accurate lead/ prospect system
• Requirement for marketing database that produced ROI per campaign

Solution

FCm Travel Solutions has a Salesforce CRM implementation for 680 users within the Sales, Operations and Marketing departments across ten key global territories. It has integrated the CRM with its existing booking systems to allow clients to be matched against transactions for keeping the database true. It has also customised its implementation with a total of nine business applications and objects to date, creating an industry specific solution that best serves its business requirements – this includes Ideas, salesforce.com’s tool for capturing innovative ideas from employees (released to administrators only)

Results

• Centralising information in the cloud allows FCm Travel Solutions to easily deploy company standards across the entire organisation
• Updates (to fees and booking forms for example) are instantly available online, eliminating the paper trail back to Operations
• BDMs have 360˚ of customer histories, enabling them to understand those customers’ travel patterns and needs more intimately, and therefore providing them with a more personal service
• FCm Travel Solutions is able to keep track of all customer accounts, reducing the instances of customers failing to trade or stopping services without notification
• A team of only four has been able to make multiple customisations, shaping the system to suit specific industry needs through the addition of nine business objects and applications
• Salesforce CRM offers limitless scalability to accommodate future growth of the business
• New users are brought up to speed with only one day’s training