User Adoption, Data Quality, and Productivity Improve at ADTRAN with Salesforce

"We approached CRM thinking usability and cost were the key benefits of the on demand model. Salesforce.com delivers these—and so much more. We now have a customized CRM system that's easily accessible on BlackBerry devices for our mobile reps. It gives us the ability to access our CRM application at headquarters, remote offices and while traveling around the globe."


Challenge
  • ADTRAN needed to consolidate multiple systems
  • The company wanted to improve lead and opportunity management processes while replacing paper-based reporting
  • Integrated and accurate marketing data was another requirement
  • ADTRAN sought a major increase in user adoption—especially among mobile workers

Solution
  • The company selected Salesforce over Siebel OnDemand for global mobile CRM
  • ADTRAN rapidly customized tabs and integrated CRM with a Baan ERP system and a Remedy-based call center
  • Users are able to search, access, and update real-time customer data from BlackBerry devices—in or out of wireless coverage

Results
  • ADTRAN saw dramatic gains in data quality, user adoption, and productivity
  • Another benefit was better coordinated efforts across resellers, distributors, carrier accounts, and end users
  • The company also experienced improved consistency across the sales organization
  • Custom dashboards present key metrics for the management team
 
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