BakBone Upgrades to Unlimited Edition Worldwide; Cuts Costs While Driving Compliance

Challenge

• BakBone Software, a global provider of heterogeneous integrated data protection software, wanted to better support its customers in the company's fast-paced, global environment
• Legacy Goldmine and Heat systems strained to support the company's global operations, customer self-service requirements, and CRM processes across sales and support
• BakBone's regional operations each had its own CRM solution and business processes, creating administrative challenges and operational inefficiencies

Solution

• BakBone chose Saleforce for its flexible security, multilanguage support, extensive customization tools, and on-demand architecture that simplifies global access
• Automated workflows route actions to appropriate individuals and organizations, including Web-captured leads and cases, auto-response emails, and case escalation
• Salesforce automates BakBone's closed-loop processes between leads; opportunities; customers; and proactive, streamlined customer support based on knowledge of products purchased
• BakBone rolled out Salesforce to marketing, sales, support, and IT globally in five months
• The company soon upgraded to Unlimited Edition, which accommodates unlimited applications from the AppExchange and provides the Sandbox testing environment to duplicate the production environment
• With salesforce.com's Force.com Builder, BakBone extended its CRM solution to create several custom applications for Sarbanes-Oxley compliance, change management, and human resources
• BakBone plans to integrate Salesforce with its JD Edwards ERP system using the Force.com API, allowing the company to share account information with the ERP/billing system

Results

• BakBone's global deployment of Unlimited Edition ensures consistent, standardized business processes throughout the company
• Centralized administration across marketing and sales has improved visibility into global operations by 100 percent
• With limitless custom tabs and objects, Unlimited Edition empowers BakBone with the agility to create as many applications as it requires
• Powered by Unlimited Edition, BakBone's self-service support over the Web has significantly reduced its call center volume