Global Futures & Forex trades on-premise systems for the cloud with salesforce.com

Challenge

• Global foreign exchange provider needed a centralized system to help run its business
• All company data needed to be easily accessible from a single location to users around the globe
• Wanted to make information easily available to customers and partners through Web portals

Solution

• Salesforce CRM Unlimited Edition is used by employees in the U.S., U.K. Dubai, Singapore, Australia, and Japan
• An Enterprise License Agreement ensures all employees – including sales, marketing, accounting, compliance, IT, and execs – and customers can access salesforce.com data
• Salesforce.com Premier Support helped expand the system beyond CRM; no additional or outside assistance was needed
• Account and activity data is managed with the Sales Cloud; dashboards show real-time metrics
• All campaigns – including Web links, mailers, and trade shows – are monitored and measured
• The Service Cloud tracks all trading partner and customer issues; email-to-case automatically creates new records and kicks off workflows
• Integrated with an internal transactions database using the Boomi cloud-based integration tool to track customer withdrawls
• Customized the interface to map to business processes
• Mobile access lets employees view and update records using BlackBerry devices and iPhones
• A content library helps employees quickly find the most relevant and up-to-date materials
• Future plans include a new intranet built on Force.com sites and an ideas community for trading platform partners

Results

• New applications can be developed and deployed in half the time using Force.com code, eliminating the need to outsource
• Premier support helps optimize deployment at no extra cost
• Marketing dollars can be optimized between different campaigns and channels
• Integrated CRM and support functions provide complete views of customer interactions and issues
• Improved access to content and information increases efficiency and helps business planning