Avaya improves sales efficiency and channel communication with the Sales Cloud

Challenge

• Enterprise communications leader wanted to improve forecasting and its order-to-cash process
• Cumbersome and unwieldy legacy on-premise solution resulted in low user adoption rates
• Needed better support for channel partners
• Required integration with multiple systems, including a unified customer master

Solution

• Chose Salesforce CRM Unlimited Edition for Salesforce.com Premier Support, sandbox development environment, and unlimited customization
• Imported 500,000 client records from a legacy system and deployed salesforce.com to 8,000 sales and marketing employees worldwide with help from Salesforce.com Consulting and Accenture
• 600+ partners access channel plans and sales information via the Salesforce CRM partner portal
• Integration with worldwide project management systems lets services delivery group schedule and manage projects and resources
• Reps have access to more than 1,800 top sales documents through the Salesforce CRM content library
• Employees and partners share comments and feedback using the Salesforce CRM ideas community
• Integrated marketing automation functionality simplifies campaign management
• Administrators stay up to date with the latest updates with Salesforce.com Training & Certification programs

Results

• Higher adoption rates improve data collection and visibility to performance
• Improved collaboration supports partner channel expansion and oversight of channel activities
• Integration of multiple applications and centralized customer database enable more in-depth understanding of the marketplace and a single view of the customer across the enterprise
• Integrated marketing and sales functionality makes CRM data more valuable
• Easy collaboration and access to sales materials drive sales rep productivity and effectiveness
• Future plans include integration with Microsoft Outlook and business intelligence systems