The AppExchange Drives Success at Greyhound Canada Transportation

"Given our initial success with Salesforce SFA, our goal is to wrap our entire system in Salesforce companywide. As a large enterprise, we've been impressed with how Salesforce's flexible platform has met our complex needs."


Challenge
  • The courier division of Greyhound Canada Transportation Corporation, Greyhound Courier Express (GCX), needed to improve the visibility of customer information throughout the organization.
  • Sales representatives—some with as many as 3,000 clients—relied upon paper-based day planners and stand-alone contact management tools
  • The company sought a comprehensive CRM solution to meet industry-specific needs, address the needs of multiple departments, and require minimal IT support

Solution
  • After considering ACT!, GCX found Salesforce's on-demand architecture could be deployed with little IT requirements and provided flexible Force.com customization tools and real-time reporting for improved visibility
  • Empowered with best practices gleaned from salesforce.com's Dreamforce user conference, the GCX team took less than one month to successfully roll out Salesforce
  • The company used the Force.com platform to integrate Salesforce to include legacy information from other systems and eliminate "swivel-chair" integration between systems
  • Using Force.com Builder, GCX customized several fields to meet specific reporting needs
  • Workflows built into Salesforce automatically alert users as customer milestones and deadlines approach
  • GCX leverages salesforce.com partner iAnywhere for PDA integration, allowing reps to access key customer information anytime

Results
  • Salesforce's easy-to-use Web user interface is convenient for GCX's diverse users
  • The company's customer are better served through use of Salesforce alerts, which remind users or required activities
  • Customized fields tailor sales information for accurate monitoring and reporting; dashboards improve visibility into key operational metrics by 100 percent
  • Graphically presented commissions within Salesforce encourages GCX's reps to use the tool
  • Building on the success of Salesforce SFA, the company plans to deploy Salesforce for service and support to create a single repository of customer information
 
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