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

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.