Borland Taps Salesforce CRM Unlimited Edition for Efficiencies that Span Sales, Marketing, and Support

Challenge

• Borland—the global leader in Open application lifecycle management (ALM)—needed to replace its cumbersome, on-premises SalesLogix system in response to a reengineering of its sales process
• The company found it difficult to adjust its system to change management processes
• The technical support Web site experienced intermittent outages that negatively impacted customer access and satisfaction
• Borland required an agile, customizable CRM system that could be rolled out quickly and maintained cost-effectively

Solution

• A key factor in Borland’s selection of Salesforce CRM Unlimited Edition was its multitenant model that consolidates front office functions on one easy-to-navigate interface
• Inspired by Borland’s successful deployment to 400 users, the company chose to leverage its model companywide
• The implementation included integration with Microsoft Outlook and SmartPhones for wireless access
• Consulting partners Bluewolf and Appirio maximized Borland’s implementation of Salesforce CRM for Salesforce CRM Sales and service and support
• A Salesforce.com Consulting manager imparts ongoing implementation and maintenance counsel on all initiatives to ensure Borland makes the most of its CRM investment
• Migrating from an existing on-premise support system, Salesforce CRM synchronizes customer data
• Salesforce CRM Partners provides partners with access to whitepapers, content, and demos
• To spur user adoption, the company conducted in-person training companywide
• Sales managers use dashboards to track metrics such as adoption and quotas; real-time analytics enable the creation of quick and customizable forecasts and reports
• Borland leverages Salesforce CRM Marketing integrated with Eloqua to automate lead generation and email response, and to create, execute, track, and measure marketing campaigns

Results

• A unified CRM system that unites sales, marketing, and support boosts user adoption and accelerates the sales cycle
• Streamlined processes simplify cross-company operations 
• Integration between sales and tech support drives a consistent customer experience 
• Integrated workflow enforces compliance and reduces errors and manual rework