Integrated, Customized CRM Helps 300 Professionals at Chase Paymentech Solutions Work More Successfully

"With Salesforce and the Force.com platform, our client relations group was able to integrate valuable client information from customer call centers and legacy financial systems into daily customer care activities. Salesforce has been so successful at Chase Paymentech Solutions that we also rolled it out and customized it for our business development and sales group, so that 300 professionals across our organization now have better visibility and are working more productively."


Challenge
  • Chase Paymentech Solutions needed to improve communications and collaboration among 120 relationship managers
  • The company wanted to better track activities in large accounts and integrate information with legacy systems
  • Chase Paymentech Solutions needed an integrated solution for sales and business development
  • The company recently sought to decrease turnaround time and improve tracking for leads referred to it by customer banks

Solution
  • Chase Paymentech Solutions originally selected salesforce.com's Professional Edition over client/server CRM
  • The company upgraded to Enterprise Edition to leverage the Force.com Web Services API to integrate financial and call-center systems
  • The sales/business development group later selected Salesforce over Oracle
  • 300 professionals across Chase Paymentech Solutions now have a comprehensive account view plus a campaign management and customer service tool

Results
  • The company now has a single resource for all customer-facing activities plus financial and operational data from legacy systems
  • The productivity of relationship management teams skyrocketed within 90 days of implementation
  • Turnaround time for leads from banks was reduced from 24 hours to 2 hours
  • Reporting is greatly improved, including more accurate pipeline reporting
 
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