Dermalogica Streamlines Processes and Improves Efficiencies for a Rosy Outlook

Challenge

• Dermalogica, a leading manufacturer of professional skincare products, needed a new CRM solution. The company had been using a third party Lead Management solution to manage leads but wanted a more comprehensive tool to better manage its sales processes.
• The company, which sells through dealers and qualified skin care professionals in more than 40 countries worldwide, needed a better way to route and process leads. Managers desired more comprehensive reporting on sales volumes and activities. 
• Dermologica wanted a robust solution that would maintain a centralized customer database with account histories, and facilitate better communication between teams. The ability to integrate with its existing ERP system was also essential.

Solution

• With assistance from salesforce.com technology partner Astadia, Dermalogica deployed Salesforce CRM Enterprise Edition over a three month period to users in inside sales, outside sales, sales administration, and finance.
• The company sent administrators to Salesforce.com Training & Certification workshops to learn best practices that later allowed Dermalogica to significantly reduce third-party development support costs.
• With help from Astadia, Dermalogica installed the Pervasive Data Integrator from AppExchange; Pervasive provides two-way integration between Salesforce CRM and the company’s JD Edwards ERP system.
• Dashboards provide fast access to real-time information on lead volumes, activities, and sales projections vs. actuals. Managers have greater visibility into field activities and pipeline progress. 
• Enterprise administration capabilities ensure that the right people have access to information.
• The company plans to roll out Salesforce CRM to its marketing and customer service groups in a future phase of deployment.

Results

• Central repository of CRM information ensures accurate data is readily available and shared across the entire company. Improved reporting gives managers increased visibility into field activities and helps them track opportunities throughout the Lead life cycle.
• Leads are processed in a timely manner and sent to the appropriate reps. Better management of people and processes helps Dermalogica close more deals more quickly. 
• Integration with JD Edwards enables daily data exchange between Salesforce CRM and ERP for better business planning. 
• Applications enable ongoing management of solution support and extensions without needing additional IT staff. 
• Reduced paper usage is good for the environment.