Genesys Telecommunications Laboratories Rolls Out Customized Views and Strong Tracking Features to 350 Salesforce CRM Users Worldwide

Challenge

• Genesys Telecommunications Laboratories, an Alcatel-Lucent company, wanted to enhance and measure sales and marketing efforts worldwide.
• The company, which focuses on software to manage customer interactions over the phone, Web, and in e-mail, needed integration capabilities.
• Flexibility to adapt to the company's specific needs and processes was also a key requirement.
• Genesys needed rapid implementation across multiple divisions in North America, EMEA, and APAC.

Solution

• Genesys implemented Salesforce CRM Enterprise Edition.
• Salesforce CRM is used by 350 sales, marketing, and channel marketing personnel worldwide.

Results

• Salesforce CRM delivers easy access for remote workers.
• The cloud-computing solution also provides Genesys with strong tracking and reporting on campaign effectiveness.
• Since deploying Salesforce CRM, the company has seen improved transparency for employees and management.
• Customized views within Salesforce CRM increase usability, relevance, and productivity.