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• Chase Paymentech Solutions needed to improve communications and collaboration among 120 relationship managers
• The company wanted to better track activities in large accounts and integrate information with legacy systems
• Chase Paymentech Solutions needed an integrated solution for sales and business development
• The company recently sought to decrease turnaround time and improve tracking for leads referred to it by customer banks

• Chase Paymentech Solutions originally selected salesforce.com's Professional Edition over client/server CRM and then upgraded to Salesforce Enterprise Edition to leverage the Force.com Web Services API to integrate financial and call-center systems. The sales/business development group later selected Salesforce over Oracle and deployed it to 300 professionals companywide. Chase Paymentech also customized Salesforce to capture leads from an online form and automatically route them. Banks can log in to check the real-time status of their submitted leads at any time. Force.com Builder's point-and-click tools enable a non-technical admin to continually add new fields and customize layouts to meet the company's evolving business needs

• The company now has a single resource for all customer-facing activities plus financial and operational data from legacy systems
• The productivity of relationship management teams skyrocketed within 90 days of implementation
• Turnaround time for leads from banks was reduced from 24 hours to 2 hours
• Reporting is greatly improved, including more accurate pipeline reporting

If you've used a credit card in the last 20 years, chances are you've crossed paths with Chase Paymentech Solutions without even knowing it. Founded in 1985, today Chase Paymentech processes more than half of all Internet payment transactions in North America, in addition to its original business of servicing traditional brick-and-mortar storefronts. Having witnessed first-hand the meteoric rise of Internet purchasing, Chase Paymentech has a clear view of how quickly sea changes can occur in the age—old practice of exchanging goods and services for currency. "We never forget that the credit card business is always changing," said Tracy Johnston, application administrator at Chase Paymentech. "The ongoing ability to modify our systems to meet our evolving needs is critical to our success." Salesforce supports the customer relationship management (CRM) activities of 300 Chase Paymentech employees in groups including sales, marketing, and alliances. To help meet the unique goals of each department, Johnston and other business users are continually modifying Salesforce to fit their precise needs. The way Johnston sees it, Salesforce's flexibility is its critically important feature. "Our company is unique in that most of our business comes from existing customers—we already know them," explained Johnston. "So we don't use the opportunity and accounts tabs like most companies would. Salesforce is nimble enough to adapt to the way we do business."	Financial Services — Payment Processing Turnaround time on leads referred by banks was too long and was hard to track. Chase Paymentech Solutions customized Salesforce to capture leads from an online form and automatically route them. Turnaround time was reduced from 24 hours to 2. Banks can log in and track the status themselves.
Custom CRM Gets Credit for Reducing Turnaround Time     Chase Paymentech's philosophy is to always seek to better serve its customers, so that those customers, in turn, can better serve their own customers. This focus on not only their own customers but their customers' customers led Chase Paymentech to leverage Salesforce's customization tools in 2004 to design a new lead capture and tracking system for their customers' use. When merchants need credit card processing services, they frequently turn to their banks for help. These banks—who are Chase Paymentech customers—then suggest Chase Paymentech. Being in a business where customer service is critically important, the banks have a keen interest in ensuring that their customers are taken care of by Chase Paymentech. "We customized Salesforce to import those leads directly from a new Web portal where the banks enter them," said Johnston. Previously all leads were faxed in for time—consuming manual processing. "Before Salesforce, it took us 24 hours to process a new lead and get back to the merchants; today, we can promise a two-hour turnaround. That kind of responsiveness is a phenomenal benefit both to the merchants and to our customer banks." After referring clients to Chase Paymentech, the banks previously had no insight into what happened next. To find out when the merchant could expect to hear back and who their Chase Paymentech contact would be required spending some time on the phone. "With the new online portal, the banks can log in to check the real-time status of their submitted leads at any time. Taking care of our banking clients is critically important to us, and this helps us do that," said Johnston.
Tailored CRM — As Fast as You Can Type
Also important is the fact that the customizations can be made on an ongoing basis by Johnston herself. "You don't need programming skills or any other special skills to customize Salesforce. If you can type, you can do it yourself," she said. Johnston is continually adding new fields and customizing layouts to help various departments work more efficiently. All of which serves to eliminate CRM system headaches and keep the company's focus where it belongs—on its customers.	Chase Paymentech Solutions is the premier provider of secure, reliable electronic payment solutions for merchant point-of-sale and Internet transaction processing. Founded in 1985, Chase Paymentech Solutions processed $162 billion in transactions in 2003 for merchants in both brick-and-mortar and cyber storefronts throughout the U.S. and Canada. More than half of all Internet transactions in North America are processed by Chase Paymentech Solutions.