NewVoiceMedia improves contact and campaign management with Salesforce 

Challenge

• NewVoiceMedia is a leading European player in hosted contact centre solutions and has around 25 staff.
• The company was using a CRM database but it offered limited functionality.
• NewVoiceMedia wanted a hosted solution and Salesforce’s web accessibility was seen as a very positive feature, because NewVoiceMedia staff could simply go online and with just few clicks of a mouse, access all the information they needed. 

Solution

• Training and staff acceptance were not an issue, as many of the company staff had used Salesforce in their previous employment and were already enthusiastic about it. 
• After a three-day training programme, there was universal adoption of Salesforce throughout NewVoiceMedia

Results

• Salesforce is used for many applications including sales opportunities, pipeline and contact management.
• It’s also been an excellent tool for campaign management, such as monitoring Google Adwords campaigns and handling email-shots to customers.
• NewVoiceMedia can also easily monitor the feedback it gets from its campaign.
• The information that employees now have access to has greatly increased both in terms of  quality and accuracy, and this has helped make NewVoiceMedia a more efficient and effective organisation.