Dako Reports More than 90 Percent User Satisfaction with Salesforce CRM

Challenge

• Dako required a CRM solution that would work across a global organization of 1,360 employees in 19 countries, supported by distributors in 53 countries 
• Fragmented customer view placed a serious burden on the company’s ability to effectively target, acquire, and service customers  
• Customer knowledge locked away in the minds, notebooks, and Blackberrys of the sales representatives 

Solution

• Dako deployed Salesforce CRM to 300 staff in 25 countries and six languages to create single, custom view of pathologists, hospitals, laboratories, research institutes, and other groups of customers
• Single resource for updating information concerning cancer diagnostics sales, tracking opportunity milestones, and recording all opportunity-related interactions
• Dako has customized Salesforce to meet its unique diagnostics sales needs

Results

• Achieved more than 90 percent satisfaction with Salesforce after six months in an end-user satisfaction survey among the Sales Account Managers
• Created comprehensive view of each and every diagnostics opportunity
• Customized and adapted fields, tabs, objects, workflow, and layouts quickly and easily