Almost every company relies on data to drive its business, but labyrinths of tables and databases can make it difficult to translate this data into understandable analytic information. Esri Canada, a Canadian-owned company that provides world-class enterprise geographic information system (GIS) solutions, helps businesses, governments and educational institutions make timely, informed and mission-critical decisions by leveraging the power of geography.
Esri Canada’s existing customer relationship management and sales tools were not keeping up with the company’s rapid growth. Customer service, forecasting and sales information was kept in separate silos, making it challenging to analyze its business information easily and comprehensively. Esri Canada needed an integrated and user-friendly approach to keep up with its business momentum. With a large number of employees across numerous Canadian offices, they also needed an employee collaboration and engagement tool to enable instant employee communication.
Esri Canada began using Sales Cloud in 2013 to better manage sales opportunities, related business processes and to get a 360-degree view of each of its customers.
“With multiple sales teams operating out of 16 offices, having visibility into our sales pipeline and a more complete view of our customer relationships was critical to improving our ability to serve our customers and ultimately drive revenue,” says Dan Ruscheinski, Director of Sales Operations, Esri Canada.
With better visibility into their sales pipeline, Esri Canada can now manage its sales process more effectively and target marketing activities to address shifts in market conditions. Through the use of Salesforce dashboards and reports, the executive team’s visibility into the sales pipeline and activities has dramatically improved. The customer care team has also established dashboards to track specific service performance indicators, enabling them to address priority items first, deliver better service and reduce internal email traffic by 25 percent.
Esri Canada’s employees use Salesforce Chatter for collaboration and knowledge sharing. Through the private internal social network, employees can access real-time information on company initiatives, promotions and marketing, which was once buried in inboxes. Chatter has also allowed teams to collaborate easily from anywhere on any device. By using Groups in Chatter, the company has been able to reduce internal mass emails significantly, while allowing employees to access information quickly and efficiently when they need it.
As a company focused on a superior customer service experience, Esri Canada is implementing Service Cloud for its technical support organization. Service Cloud will connect agents to customers through a central knowledge hub allowing them to deliver heightened service on every channel.
With 360-degree views of sales and service, and an employee social communication network bringing its offices and people together in real-time, Salesforce is helping Esri Canada reach new levels of efficiency, sales excellence, customer service and employee engagement and collaboration.