EthicsPoint Extends Salesforce CRM with Force.com for Contract Management, Client Implementations, and Customer Lifecycle Automation

Challenge

• EthicsPoint, a rapidly growing startup that provides ethical compliance and governance services, found its Microsoft Excel-based sales tracking unwieldy as the company evolved.
• With a small IT team, the company wanted a solution that was easy to install, had out-of-the-box functionality, and required minimal training.
• Baseline CRM functionality and workflow were primary requirements, but the company knew it would eventually extend the system to meet unique needs, so powerful customization tools were important.

Solution

• Sales management had successfully used Salesforce CRM Sales at a prior company and championed its adoption at EthicsPoint.
• EthicsPoint rolled out Salesforce CRM in less than a week and achieved 100 percent adoption thanks to the solution's ease of use, uncomplicated implementation, and comprehensive CRM functionality.
• After the initial roll out, EthicsPoint used the builder to create a new custom application, Client Partner Experience, to track support and service implementations.
• The company also worked closely with Plante-Moran, a certified salesforce.com business partner, to facilitate the improvements for custom objects in some implementation areas.
• A custom Contracts tab built with Force.com allows accounting and finance to manage the contract workflow and details.
• EthicsPoint extensively uses Salesforce CRM's real-time dashboards, with each department measuring key performance metrics.

Results

• Salesforce CRM streamlined the lead identification, opportunity management, and order fulfillment and provisioning business practices, slicing significant time off the process.
• Sales efficiencies create a substantial increase in number of customers, with no additional resources.
• With 100 percent visibility into customer history, EthicsPoint achieves more comprehensive follow-up with clients .
• Better pipeline management creates more accurate cash flow.