EFI Drives Strategic Growth by Unifying 582 Global Users on Salesforce CRM

Challenge

• EFI—the market leader in printing technology—required an enterprise CRM solution that would consolidate sales, marketing, and support globally for greater knowledge sharing and business insight.
• Users worked in individual silos and information could not be shared amongst the sales group or leveraged by upper management.
• The solution had to accommodate EFI’s transition from an OEM-centric sales model to a mix of direct, channel, and partner sales.
• Extending the deployment of EFI’s existing SAP system would require additional resources that its lean IT shop could not spare.

Solution

• The company deemed Salesforce CRM the quickest, most cost-effective way to help implement and track newly diversified channels.
• In four weeks, EFI initially deployed Salesforce CRM Enterprise Edition to its indirect sales group. On the heels of its success, the company rolled out the solution to 582 users across all channels in Europe, Asia Pacific, North America, and South America.
• The company integrates Salesforce CRM with its internal data warehouse; an authentication directory; ExactTarget, a marketing campaign application; and other apps.
• Workflow automation—with lead routing and alerts—accelerates the sales pipeline.
• Salesforce CRM Service provides the call center solution for EFI field reps with Web-to-case and email-to-case automation functionality.
• Custom tabs such as Competitor, Competitor Equipment, and Partners house vital intelligence for strategic selling.
• Dashboards and reports provide a transparent view of sales cycles, and enable the company to measure various metrics such as ROI and Web leads.
• EFI browses and test drives AppExchange apps to assess different capabilities as needs arise.

Results

• The company can now identify new opportunities and appropriately allocate resources.
• Automated workflow drives close rates and has thereby improved case resolution.
• Users can now execute on ideas and leverage unified information to make good on the company’s growth strategy.
• Integration with third-party solutions create a seamless, centralized experience.
• The single platform means one set of system changes impact 582 people.