BakBone Upgrades to Salesforce Unlimited Edition Worldwide; Cuts Costs While Driving Compliance

"I can't stop talking about Unlimited Edition and the AppExchange. We've leveraged this comprehensive solution throughout the organization, solving real business problems, saving the company money along the way, and significantly improving our visibility into global marketing and sales operations."


Challenge
  • BakBone Software, a global provider of heterogeneous integrated data protection software, wanted to better support its customers in the company's fast-paced, global environment
  • Legacy Goldmine and Heat systems strained to support the company's global operations, customer self-service requirements, and CRM processes across sales and support
  • BakBone's regional operations each had its own CRM solution and business processes, creating administrative challenges and operational inefficiencies

Solution
  • BakBone chose Saleforce for its flexible security, multilanguage support, extensive customization tools, and on-demand architecture that simplifies global access
  • Automated workflows route actions to appropriate individuals and organizations, including Web-captured leads and cases, auto-response emails, and case escalation
  • Salesforce automates BakBone's closed-loop processes between leads, opportunities, and customers
  • BakBone rolled out Salesforce to marketing, sales, support, and IT globally in five months
  • The company soon upgraded to Salesforce Unlimited Edition, which accommodates unlimited applications from the AppExchange and provides the Force.com Sandbox testing environment to duplicate the production environment
  • With salesforce.com's Force.com Builder, BakBone extended its CRM solution to create several custom applications for Sarbanes-Oxley compliance, change management, and human resources
  • BakBone plans to integrate Salesforce with its JD Edwards ERP system using the Force.com Web Services API, allowing the company to share account information with the ERP/billing system

Results
  • BakBone's global deployment of Unlimited Edition ensures consistent, standardized business processes throughout the company
  • Centralized administration across marketing and sales has improved visibility into global operations by 100 percent
  • With limitless custom tabs and objects, Unlimited Edition empowers BakBone with the agility to create as many applications as it require
  • Salesforce.com's Web-based self-service Customer Portal has significantly reduced BakBone's call center volume
 
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