Salesforce Helps Bandwidth.com Grow 200% Per Year

Challenge

• Rapidly expanding Bandwidth.com, a leading provider of Internet and VoIP services, had outgrown its homegrown CRM system
• Strategic partners required controlled access to the Bandwidth.com CRM solution, necessitating a system with robust security that was easily accessible over the Internet
• Bandwidth.com's highly specialized pricing engine, an integral component of the sales process, needed sophisticated, bidirectional integration with the new CRM solution
• Because Bandwidth.com is a reseller of complex communications services providing first-line customer support, the efficiency of the company's service teams was critical to profitable operations

Solution

• After surveying potential CRM solutions, the company selected Salesforce based on Bandwidth.com's integration, customization, and functional requirements
• Using Saleforce Service & Support, Bandwidth.com coordinates and manages customer service and support across the numerous telecommunications parties involved in delivering service to customers
• Salesforce.com's Force.com platform enabled tight integration between Bandwidth.com's proprietary pricing engine and the Salesforce applications
• Bandwidth.com leveraged Salesforce's powerful customization tools to modify Salesforce to track inventory, business initiatives, and referrals
• To meet the unique needs of four different customer support operations, Bandwidth.com implemented multiple case record types—a standard Salesforce capability
• With the Salesforce telephony API, VoIP integration boosted call center and inside sales productivity through incoming call "screen pops" and outbound autodialing

Results

• More than 90% of Bandwidth.com's employees use Salesforce "soup to nuts," benefiting from access to a common solution
• Salesforce, along with other initiatives, has helped Bandwidth.com grow at 200% for the past three years
• Using Salesforce, every department now tracks, in real time, its key operational metrics
• With its ability to track detailed service efforts with Salesforce Service & Support, the company can accurately charge back costs to its telecommunications partners and minimize support operations expenses
• Seamless integration between Salesforce and Bandwidth.com's pricing engine eliminates delay in the selling process
• Via access to Salesforce, strategic partners participate directly in Bandwidth.com's operations, minimizing partner overhead and better serving customers