Communications company customizes integrated online CRM solution to manage the entire sales and delivery process
SAN FRANCISCO, Calif. - April 15, 2003 - Salesforce.com®, the technology and market leader in on-demand customer relationship management (CRM), today announced that Lightpath, the business-to-business telecommunications division of Cablevision Systems Corporation (NYSE:CVC), has standardized on salesforce.com Enterprise Edition to create a central repository for its sales and customer information that can be seamlessly accessed online and offline for a single, integrated view of its sales and delivery process. Avoiding consulting and customization costs, Lightpath precisely mapped the flexible salesforce.com application to its unique business processes, creating over 100 customized fields, setting access privileges based on user role, and exploring integration options with its incumbent back-end systems. Lightpath now can track actual and expected sales at the regional, team, and individual levels, increasing both operational efficiencies and executive abilities to allocate resources for competitive advantage.
"In contrast to more cumbersome CRM software packages that can be difficult to customize and then upgrade, salesforce.com's "software as a service" vision impressed us right off the bat as flexible, affordable solution with which we can grow," said Phil DeCabia, senior vice president of sales at Lightpath. "Salesforce.com Enterprise Edition is our company's dashboard, helping us track not only where we are headed but where we should be. Each team - Sales, Operations, Marketing, and Customer Care - has access to the data it needs to be most productive, and management has a bird's-eye view of our business at any given second."
Prior to salesforce.com, Lightpath experienced synchronization problems and user issues with a distributed off-the-shelf contact management system that failed to provide comprehensive CRM functionality. The company turned to salesforce.com to deliver up-to-date sales information, visibility into the sales order pipeline, an efficient way of distributing and tracking sales leads, and one central customer information repository. Lightpath implemented Professional Edition to 200 users throughout its sales, sales support, provisioning, marketing, and billing and collections departments in less than eight weeks. Lightpath recently upgraded to Enterprise Edition in order to take advantage of deeper integration and customization functionality. The company currently uses salesforce.com to automate lead assignment and other processes, as well as to capture a wealth of information on any given order, including time-spent-per-order-processed and related customer and internal communication. Lightpath personnel can access the web-application from any location, including offline, so that information remains consistently timely and available.
"Salesforce.com understands that customers seek customizable CRM solutions that they can mold to their particular sales processes and can integrate with their other systems," said Marc Benioff, chairman and CEO of salesforce.com. "We are pleased to have provided Lightpath with a cost-effective, high-performance online solution that they have leveraged toward quantifiable business impact."
A recent Gartner survey found that 42 percent of all enterprise CRM software licenses purchased are never deployed (Gartner Group, March 2003). In contrast to unused software, salesforce.com offers a subscription-based service that provides on-demand CRM functionality for immediate success. Its users receive all the advantages of a utility delivery system in terms of cost, risk and ease of use. Salesforce.com currently has over 6,000 customers and 80,000 users worldwide, making it the world's most successful application utility.