Mobility Services International Eliminates Unnecessary Costs and Streamline Operations With Salesforce.com

Challenge

• Mobility Services International, LLC  —a domestic relocation and global mobility management company—needed a CRM solution to effectively manage sales operations and institute streamlined processes across the organization.
• With no CRM tool, the company had no clear picture of its customer activity.
• Because roaming sales reps wanted access to the application on the road, the system had to provide wireless functionality.

Solution

• Mobility Services International originally deployed Salesforce CRM Professional Edition and quickly upgraded to Salesforce CRM Enterprise Edition.
• The company upgraded again to Salesforce CRM Unlimited Edition, rolling it out to 34 users across the U.S. and Europe. Mobility Services International has 5 Force.com licenses.
• Mobility Services International moved IT project management, change management, and server monitoring capabilities onto applications custom built on the Force.com platform.
• The company also developed automated risk management, and HR policy administration applications. All HR functions with the exception of compensation and employee evaluation are handled on the Force.com platform.
• Microsoft Outlook integration, which syncs booked meetings in Salesforce CRM, will allow the company to measure the frequency and duration of meetings to identify any correlative successes.
• Salesforce CRM Marketing delivers Web-to-lead capabilities and campaign management to execute and track direct mail, print, email, and client events; custom fields support specific metrics to measure and optimize results.
• DUNS integration and opportunity management allow Mobility Services International to target customers more effectively.
• A custom tab handles support requests from groups within the company to help measure TCO.
• An integrated client knowledgebase will become a system of record that aggregates customer information and drives service delivery business rules.
• Via their standard of BlackBerry devices as their wireless platform, reps gain access to Salesforce CRM from anywhere at any time.
• From the AppExchange marketplace, Mobility Services International downloaded and installed Access Hoovers for account creation along with other Force.com Labs objects and reports.
• To extend Salesforce CRM into other non-sales related areas such as Human Resources, the company plans to purchase Force.com platform licenses.

Results

• The cloud-computing model gives the company a clear picture of its TCO and eliminates unnecessary spend.
• Customer profiles in the CRM tool feed into the service delivery platform, thus driving business rules and operational excellence in their service delivery.
• Consolidating information in one location provides insight into customer activity—improving customer service and sales efforts.
• Rapid deployment capabilities that quickly weave workflow into the app produced quick ROI.
• Because processes are embedded right into Salesforce CRM, business success can be predicted based on what is known of an individual’s performance.
• Built-in syndicated content and other tools make users consumers of information rather than just producers.
• With plans to tap the full potential of Salesforce CRM, the company plans to achieve a 360-view of the customer, total customer lifecycle management, and unprecedented efficiencies.