Salesforce helps Magnet Networks grow from
zero to over 10,000 customers
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"Salesforce.com was the ideal solution for a rapidly growing company. It gave high quality customer service capability from day one. Not only was it highly scalable but gave us the flexibility as we changed our business focus to enter new markets and leave less attractive ones."
Challenge
- Magnet Business, the business services division of Magnet Networks, was
established to provide
quality broadband connectivity and internet services to Irish SOHO, SME and corporate customers
nationwide. - Founded in September 2004 with 3 employees and zero customers its objective was
to grow rapidly
to thousands of customers. - Required low entry cost but highly scalable, flexible and professional CRM solution.
- Needed to manage and maximise customer service during rapid growth.
- Needed central, single view of each customer.
- Needed real time management information on sales, pipeline and performance.
Solution
- Considered alternative packages but was concerned they would not be scalable
enough as the
company grew to thousands of customers. - Selected salesforce.com Enterprise Edition because of low cost of entry, high
scalability,
customisation capability and high level functionality from day one. - Used AppExchange to link to existing telco applications
- Used Project-on-Demand from AppExchange to customise provisioning for major
corporate
installations. Unlike other project management tools this is synchronised with the CRM system.
Results
- Salesforce has helped Magnet grow from three staff and zero customers to 120
staff and over 10,000
customers. - 80% of sales, customer support, installation and provisioning staff use
Salesforce on daily or hourly
basis so it has become central to managing the business and maximising customer service. - Company has been able to grow rapidly without any technology concerns that CRM
solution can
keep pace. Highly scalable. - As it grows it has been able to add users as needed so no waste or shelfware.
- AppExchange has allowed Magnet customise the CRM solution to its business and
integrate CRM
with other in house applications. - The solution was highly flexible and easily adaptable as Magnet changed its
business focus to enter
new market segments and leave less attractive ones. - Using Salesforce Dashboards, management can get bird’s eye view of the business
and pipeline
allowing for improved forecasting and planning.

