Convio Extends CRM with Salesforce CRM Service; AppExchange Customization Automates Key Processes

Challenge

• Convio, a provider of constituent management software for nonprofits and education institutions, sought to improve customer relations by increasing the continuity between sales and customer support
• Presales and post sales operations used disparate systems and at times spreadsheets to serve customers, which caused some inefficiencies, including information duplication and productivity lags
• A current Salesforce CRM Sales customer, the company wanted to establish a common CRM platform across all departments, especially sales and support

Solution

• Success with Salesforce CRM Sales led Convio to standardize its CRM platform with Salesforce CRM's call center
• Using Force.com's builder, Convio customized and automated its manual customer reference process by creating custom objects and tabs that automatically alert appropriate organizations with new contract details
• Salesforce CRM applications reach across all business units, including sales, marketing, support, account management, technical services, consulting, finance, and executives
• Convio customers submit and monitor their cases via Salesforce CRM's customer portal, a Web-based self-service solution

Results

• Enhanced communication and continuity during the handoff from prospect to customer and throughout sales lifecycle streamlines operations, keeps employees "on the same page" when serving customers, and ensures efficient and responsive customer care
• With Salesforce CRM, Convio support staff can work through tickets without the inconvenience of moving to another system, decreasing average call time and length to resolution and leading to increased customer satisfaction and higher productivity
• High user adoption using the common platform spurs increased collaboration and productivity among employees
• Executive management benefits from easy access to quarter-end results via real-time dashboards; sales and service VPs enjoy accurate forecasting and reporting capabilities, respectively
• In the works: integration between Salesforce CRM and Convio's proprietary marketing software, creating an integrated Web-to-lead system