Esker Manages Customer Interactions in Eight Languages Across 50 Countries with Salesforce

"We have been delighted with our decision to move to salesforce.com. For the first time, we have access to a cost-effective, low-risk, global solution that was up and running within 90 days. The product is far superior to the Siebel solution, and our users benefit from an easy-to-use, intuitive interface."


Challenge
  • Marketing, sales, and customer services needed affordable system to track and manage customer interactions in 50 countries
  • Frustrated after implementing Siebel CRM software and trying to integrate it with SAP over three years
  • The company perceived that the upgrade costs for a new version of Siebel were too expensive for the value received
  • There was desired integration with the company's existing SAP system

Solution
  • Implemented on-demand CRM from salesforce.com rather than updating existing Siebel system
  • Selected salesforce.com after three-way product evaluation and two-month trial period
  • Implemented in eight languages and integrated with SAP—all within 90 days
  • Deployed Salesforce to 230 staff (including 13 Strategic Partner licenses), ensuring users worldwide have 24/7 access to customer information

Results
 
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