SurfControl Leverages Salesforce, Secures Sales Growth and Service Leadership

“The effectiveness of a system depends not only on quality but on people’s acceptance of it; Salesforce has become the lingua franca of salespeople everywhere.”


Challenge
  • SurfControl, a leading on-demand IT security solutions provider, wanted to increase sales effectiveness with a powerful CRM solution that would be well adopted by its user base
  • The U.K.-based company’s pre-existing GoldMine instances had different data structures and practices and could not communicate with one another
  • With offices in EMEA, APAC, and the Americas, SurfControl’s key requirements included rapid global deployment with minimal IT support
  • Remote locations meant the company needed a CRM system that would work in limited bandwidth situations

Solution
  • SurfControl selected Salesforce over various other offerings for its flexibility, user-friendliness, reliability, and ease of deployment
  • With integration assistance from salesforce.com partner Bluewolf Group, and business process management extensions from Outsystems Inc., the company quickly deployed Salesforce Enterprise Edition to 400 users worldwide
  • SurfControl upgraded to Unlimited Edition so that it could benefit from the Sandbox testing environment, access to limitless AppExchange apps, and Premier Support with Administration
  • Integration of Salesforce with marketing, back office, configuration, quoting, partner and customer entitlements, and order entry/ accounts receivable systems provides a seamless experience for users
  • The company extended its use of Salesforce by taking advantage of solutions available on the AppExchange marketplace:

- ClickTools, a survey application, captures valuable prospect data 

- Crystalreports.com enables SurfControl to work with Crystal reports directly inside Salesforce

- Advanced Call Scripting guides SurfControl sales reps through their interactions with customers using tailored, interactive scripts

- Account Intelligence offers information on over 16.5 million public and private companies to help close key deals


Results
  • Forecasts and reports are now generated in real time with up-to-the-minute data
  • Strong user adoption and acceptance has resulted in an increase in the average number of sales per representative
  • Ease-of-use translates to more sales with 10 percent fewer salespeople
  • An increase in efficiencies for support staff and order processing means there is more time to focus on growth and increasing revenues
  • SurfControl now has unprecedented flexibility to extend and integrate with back-end systems via the Force.com Web services API and can do so with minimal effort
 
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