Voices.com Experiences a 62 Percent Boost in Gross Sales with Salesforce SFA and Marketing

Challenge

• Voices.com, the world’s largest online marketplace for voice talent, required an effective CRM solution to manage its rapidly growing business
• After realizing Microsoft Entourage was ill-equipped to handle its customer management processes, the company settled on NetSuite
• However, usability issues soon emerged: shifting tabs and drop-downs confused users and an outsourced accounting team found the app difficult to navigate—even though NetSuite’s financial capabilities were its main selling point
• Voices.com sought an easy-to-use, Web-based CRM replacement that could deliver whenever, wherever access and provide an end-to-end view of the business

Solution

• Familiar with the solution through its free trial and Salesforce and quickly implemented Professional Edition with Microsoft Outlook integration within a week
• Customized dashboards allow the company to track metrics and generate real-time reports on the fly
• Voices.com installed apps and components from the AppExchange including reports and dashboards for sales, service, and marketing; Salesforce for Google AdWords; and VerticalResponse, an email marketing app
• Static—yet customizable—tabs and fields provide a consistent presentation of information that maps to the company’s business needs
• Using Salesforce Marketing, Voices.com created a lead capture form for its website, matching the look and feel of the other pages
• A custom “Jobs” app built with Force.com Builder enables radio station advertisers to post jobs directly to the Voices.com Web site
• Salesforce Service & Support augments the company’s support resources with auto-response emails and a searchable, self-service knowledge base of more than 500 solutions
• Future plans to integrate QuickBooks—via eBridge—will enable Voices.com to synchronize financial data and create invoices from within Salesforce

Results

• Voices.com achieves a 62 percent increase in gross sales as a result of its Salesforce deployment
• The company saw new leads increase by 215 percent over three months
• The ROI attributed to marketing campaigns were recorded to be as high as 1,189 percent
• A big-picture view of the business across sales, marketing, support, and billing helps management make sound business decisions
• 100 percent user adoption results in cleaner customer data and more streamlined business practices
• Self-service and automated support features reduce operating costs and increase customer satisfaction