Motorola Optimizes its CRM System with Enterprisewide Salesforce Implementation

Challenge

• Motorola required a CRM solution that would reduce administrative time, cut costs, and provide greater control over its sales operations
• The company's CRM system was not intuitive or flexible; response times were slow and opportunity management, as well as forecast generation activities, were very time consuming
• The company required a tool that would provide full territory management capability that could be extended to a mobile client as well as provide offline capability
• The company required a faster, more cost-effective on-demand solution that was less bandwidth-intensive and could be configured for complete internal control over the business with minimal IT-dependant customization

Solution

• Motorola selected salesforce.com for its superior on-demand architecture, deep functionality and robust set of configuration tools
• With the help of salesforce.com's implementation partner OKERE, the company initially deployed Salesforce Enterprise Edition to more than 100 Asia associates in three months with integrations to Siebel, SAP, and Comergent
• A global roll-out to Europe and the Americas soon followed, and a full worldwide deployment was completed in six months; the implementation expanded to 1000-plus users worldwide
• Deployment of the offline client provided access to territory data when and where internet connectivity was inaccessible
• Integration with Microsoft Outlook provides a streamlined mechanism for managing account contacts and activities
• Successforce Premier Support provides best-practice advice and support 24/7 to Motorola associates worldwide
• Future plans to integrate with wireless Symbol EDA devices will enable anywhere, anytime access to sales information
• A well documented, robust API provides seamless integration to disparate applications for quotations, master data management and partner certification visibility
• A published data schema and easy to use data loading toolset allowed for a migration of legacy CRM data that minimized the need to re-key account and opportunity data

Results

• After deploying Salesforce, the company saw a decrease in hours dedicated to CRM activities and more time spent with the customer
• Less reliance on internal resources shaves money off the bottom line
• Easy-to-use forecasting and real-time reporting features help management better deliver metrics on sales activities and performance
• Self-sustaining solution minimizes the need for outside help, putting control back into the hands of the company