dMarc Grows Revenue by 72%, Increases Deals by 76% with Salesforce

"I cannot stress enough how much visibility has increased. We have standardized all business processes with Salesforce workflow functions and have extensive metrics on all aspects of our business. As a result of Salesforce, revenue is up over 72% since our implementation."


Challenge
  • dMarc, a market-leading provider of radio media services, needed to consolidate customer information from multiple systems and make it accessible to employees worldwide
  • The company sought effective forecast and pipeline visibility so executives could make knowledgeable sales and marketing decisions
  • Unique needs in areas such as order management required a flexible system that dMarc could tailor to fit key business processes
  • dMarc required an open platform for migrating and retiring legacy systems and integrating back office systems
  • Limited IT resources dictated that any new solution must be easy to deploy and maintain

Solution
  • Selecting Salesforce over several competing products, dMarc rolled out the new solution companywide in less than three weeks and with minimal IT effort
  • In addition to Salesforce SFA, dMarc implemented Salesforce Service & Support, Salesforce Marketing, and Salesforce Analytics
  • The company integrated Salesforce with multiple back office systems to share account information with ERP and billing functions
  • Custom objects define business goals, plot geographic location of customer installations, and monitor ad spots on behalf of customers
  • Extensive use of real-time executive dashboards track planned versus actual values for revenue, systems sold, stations signed, live systems, and more
  • Automated workflows route actions, including Web-captured leads, new support cases, case escalation, and autoresponse emails, to appropriate individuals and organizations

Results
  • With 100% adoption, all dMarc business functions use Salesforce, enabling consistent, standardized processes with enterprisewide visibility
  • dMarc revenue is up more than 72% since the Salesforce implementation
  • The number of closed deals per sales representative has increased 76%
  • Time to deliver new systems to customers is reduced by 33%
  • With Salesforce, dMarc's customer self-help center reduced the number of support calls, decreased the average time to close a case by 50%, and increased the number of calls handled per agent by 15%
  • Shipping or scheduling issues with orders, previously a problem on 10% of orders, have dropped to zero since adopting Salesforce
  • Executives use real-time dashboards for instantaneous visibility into actual values versus goals for all key business metrics
 
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