Corporate Express Adopts Salesforce for Integrated CRM to Improve Customer Retention and Manage 7.3 Million Service Transactions Per Year

“Consolidating our call center operations with Salesforce has enabled us to boost staff productivity and deliver a full-service experience for our customers.”


Challenge
  • Corporate Express, one of the world's largest business-to-business suppliers of essential office and computer products and services, needed to streamline customer data handling to maximize customer satisfaction and sales
  • The company also needed to maximize sales and service effectiveness by sharing customer information across locations and departments
  • Corporate Express wanted to standardize service and support operations at 28 call centers
  • By streamlining data handling, the company wanted to maximize agent-assisted selling and customer care opportunities

Solution
  • Corporate Express selected Salesforce for an integrated CRM solution with Salesforce SFA, Call Center, and Marketing
  • Salesforce Enterprise Edition was deployed to 5,000 users in 15 countries worldwide
  • Salesforce Call Center was deployed in 3.5 months to 1,300 Customer Experience Center and Operational Support users in the field
  • Salesforce made it easy to develop 75 unique customer case types, each with its own set of rules for escalations, notifications, and approvals
  • The company also set up an integrated desktop for customer service representatives with Cisco Agent Desktop and Salesforce

Results
  • Salesforce manages 7.3 million transactions per year via phone and case management activity
  • Corporate Express also uses Salesforce to track 600,000 cases a year to measure performance, analyze trends, and identify root cause
  • The company enjoys higher conversion rates for new customers, and better retention of existing customers
  • Management is better able to track and measure sales rep activity 
  • Cisco integration eliminated double-data entry to valuable time for sales and service staff
  • With full access to sales-opportunity data, customer care agents have become an extension of the sales force
 
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