Cloud Computing in Motion: Mirapoint Leverages Salesforce CRM and AppExchange to Drive Efficiencies Companywide

Challenge

  • Mirapoint—provider of appliance-based solutions that create Secure Messaging Infrastructure™—required a comprehensive CRM solution that could accommodate both sales and support functions.
  • Sales reps were unable to determine what issues their customers faced.
  • The company needed a cost-effective, Web-enabled solution that could integrate with both its Oracle and bug tracking systems. 
  • It was crucial that the solution include integrated sales and support functionality.

Solution

  • After evaluating competing offerings from Oracle and Remedy, Mirapoint chose salesforce.com—deploying Salesforce CRM Enterprise Edition with Microsoft Outlook integration to 135 users across sales, support, marketing, operations, and finance.
  • Mirapoint quickly realized the benefits of Force.com AppExchange—which offers a broad range of cloud-computing apps; the company browses and tries or test drives new apps as they become available and has installed these to date:

- Scribe Sales Order Component allows users to convert opportunities to orders in Salesforce CRM and automatically pass those orders to Mirapoint’s Oracle backend

- Google AdWords helps users create Google ad campaigns with integrated tracking that identifies which ads and keywords generate leads, opportunities, and revenue  

- VerticalResponse helps the company create email campaigns with response tracking within Salesforce CRM

- Project and Issue Management enables Professional Services to prioritize and manage the logistics of projects

- Conga Mail Merge provides a customizable printable view of any records in Force.com

  • Force.com helps the company easily develop custom apps and tailor AppExchange solutions—reducing reliance on internal IT resources.
  • Integration with Oracle Financials enables information on shipped products and account data to flow from Oracle to Salesforce CRM; via Scribe Sales Order Component, orders flow from Salesforce CRM to Oracle.
  • Salesforce CRM Service handles technical support issues in the U.S., UK, Asia/Pac, and Japan.
  • Custom tabs such as Keys, Licenses, Competitor Sheets, and Problem Reports/Bugs incorporates disparate sales and support functions into Salesforce CRM.
  • Dashboards track adoption, licenses, leads, marketing results, and regional sales data to facilitate reporting on all aspects of the business.
  • Workflow capabilities automatically route leads to the appropriate team based on multiple rules.

Results

  • Greater pipeline visibility reassures the company that products ship in a timely fashion.
  • Pre-integrated and customized AppExchange apps deliver solutions that fit business needs and increase efficiency and productivity.
  • The company enjoys ease of use, collaboration, automatic upgrades, and other benefits of the cloud-computing model across all departments and users with AppExchange solutions.
  • Significantly improved reporting capabilities grant management deeper insight into the business.
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