Dolby Uses Force.com To Improve Sales Processes and State-of-the-Art Customer Service

Challenge

• Dolby Laboratories, the global leader in technologies that are essential elements in the best entertainment experiences, needed to upgrade its CRM system to increase user adoption and improve its business processes.
• Dolby wanted a best-of-breed sales force automation solution that would easily integrate with legacy systems and Oracle’s PeopleSoft ERP.
• The company needed a tool to replace a spreadsheet-based system for managing equipment and support tickets for its cinema customers. In addition, Dolby wanted to automate the product shipping and distribution process, as well as maintenance renewals.
• Management preferred a hosted solution that would minimize resources needed for infrastructure, maintenance, and upgrades.
• With offices across the globe, support for multiple languages and currencies was important.

Solution

• Dolby chose Salesforce CRM Unlimited Edition for its robust feature set, cloud-computing delivery model, and easy integration with legacy systems. The company also liked the ability to extend Salesforce CRM via Force.com.
• With assistance from salesforce.com partner Appirio, Dolby implemented Salesforce CRM in five months for users in sales and legal in the US, UK, China, Taiwan, Korea, and Japan.
• Customized materials were developed for in-person trainings to take advantage of the full potential of the implementation.
• Salesforce CRM enables Dolby to manage the sales pipeline, forecast more accurately, and plan sales activities.
• The Informatica Integration Pack from the AppExchange provides integration with PeopleSoft ERP and other on-premise applications for improved business planning and process management.
• Dolby and Appirio leveraged the development power of Force.com to build a cloud-computing cinema asset application in 2 months. The solution integrates with the Salesforce CRM call center for more effective case management and problem solving.
• Custom objects include movies, screens, facilities, equipment, and installations.
• Dolby installed ExactTarget from the AppExchange to send and track targeted email communications with its customers.
• Mobile access enables reps to access and edit key records from anywhere using their BlackBerry devices.

Results

• Strong user adoption resulted from better data quality, faster data capture, and the elimination of a laborious paper-based process.
• Easy access to real-time data and advanced analytics provides increased business visibility and improved forecasting.
• In-depth management of cinema equipment and support data enables more efficient deployment of technical resources and better customer service. 
• The cloud-computing model reduces infrastructure and maintenance costs. Force.com also lets Dolby cost-effectively develop custom apps.
• Integration with legacy systems ensures data integrity.