Salesforce CRM helps Squire Technologies achieve a 98% service rating from its customers.

Challenge

• Squire Technologies is a UK company that provides SS7 (telephony) switching solutions and media gateways. It operates in more than 50 countries
• Its clients include major telecoms operators such as Orange, Vodafone, Nokia Siemens, Internet Service Providers and Voice-over-IP communications providers
• Squire Technologies was using disparate solutions to handle its CRM processes including, spreadsheets, Word documents and files
• Staff were spending more time on IT issues than on managing quality, driving the business forward and improving customer care

Solution

• Squire Technologies is a web-centred company, so it required a web-based solution, that gave its staff anytime, anywhere access to customer data
• It purchased 22 Salesforce CRM licences and has upgraded to Salesforce CRM Ultimate Edition
• All staff are trained to use Salesforce CRM, which is used for all business processes
• Squire Technologies is growing quickly and the scalability of Salesforce CRM has enabled the company to manage this growth efficiently

Results

• Squire Technologies has been able to create dozens of custom objects for processes such as shipping, stock control, purchasing and ISO9001 accreditation
• The information gathered through leads and opportunities has enabled management, sales, marketing, support and production divisions to focus on the key aspects of their business processes
• Google Adwords has enabled Squire Technologies to track the effectiveness of its sales, marketing and search engine optimization activities
• The company operates in an industry that requires 24/7 support with 99.999% reliability, and Salesforce CRM has helped Squire Technologies maintain this high level of service and support
• A customer survey revealed a 98% service rating for Squire Technologies’ installation, training and sales activities
• The survey also found that 93% of customers would purchase from the company again
• Squire Technologies is actively investigating the potential of the Service Cloud, which could see the development of a customer self-service portal