Salesforce helps Magnet Networks grow from
zero to over 10,000 customers

"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.
 
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