Chrysler Financial Standardizes Sales Practices Across Three Brands to Drive Business Results

"The beauty of Salesforce is that it allows us to customize it to the way we do business. Each individual user across our three brands leverages a universal source of information to more effectively do their jobs. From a strategic standpoint, Salesforce is a critical component of a larger vision that promises enhanced communications, streamlined processes, and shared intelligence to drive success."


Challenge
  • Chrysler Financial—a provider of tailor-made leasing and financing solutions for Chrysler dealers and customers—required a CRM solution to boost the effectiveness of its sales force
  • An existing Lotus Notes system could not adapt to business changes in a cost-effective or timely manner and did not provide 24/7 accessibility
  • The company sought an easily customizable CRM solution that could be quickly implemented with minimal IT support

Solution
  • After Chrysler Financial considered building a CRM solution in-house, the company selected Salesforce Enterprise Edition over SAP CRM for its depth of functionality and solid market leadership
  • Successforce Consulting mapped Salesforce with the company’s business processes, accelerating implementation
  • In three months, Chrysler Financial rolled out the solution to 300 sales users across three brands in three countries; an additional 451 seats were subsequently added for users in operational roles such as dealer credit and retail credit
  • Chrysler Financial customized tabs to account for nuances among different business units 
  • Successforce Premier Support and Administration provides advanced customer care and ensures that Salesforce expert manages and monitors the company’s Salesforce application
  • S-controls manage sales plan call sheets within Salesforce, capturing prep data and call activity
  • Dashboards track usage to drive productivity and performance
  • Automated lead routing and alerts, based on workflow rules, keep opportunities from going cold
  • Future integration with Lotus Notes will synchronize calendars and email with Salesforce; a possible Salesforce Mobile integration would deliver ubiquitous wireless access

Results
  • Centralized access to accurate sales information enables a common conversation about the customer
  • The flexibility inherent in Salesforce allows Chrysler Financial to customize the system as business demands change
  • With the ease of Force.com Builder, there is no need to hire programmers to configure the system
  • Eliminates alternative costly solutions by combining coaching into Salesforce with customized coaching plans--living documents--for each field employee to focus on a few key behaviors that drive results
  • Plans to more deeply leverage Salesforce functionality will further align the system with Chrysler Financial's corporate vision
 
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