Salesforce CRM used as backoffice for selling Ajax software for ASP.NET at Gaiaware

Challenge

• Gaiaware provides software for advanced web application developers. Clients sometimes require support, which may be of a technical nature.
• Before using Salesforce CRM, Gaiaware used an email system to deal with customer enquiries, but it was hard to know if each case was followed up properly. Also, if a query was forwarded to a specialist for answering, it was difficult to find out if it had been followed up and successfully resolved.
• Gaiaware is currently a small company, but it has ambitious plans for growth and thus needed a more efficient customer service and support system.

Solution

• Gaiaware invested in eight licences for Salesforce CRM Enterprise Edition, which were rolled out to all staff.   
• Salesforce CRM is used by both Gaiaware’s customer support staff and developers. Gaiaware is using the Software-as-a-Service for all aspects of customer management, from the initial contact to billing and payment processing.
• By integrating Salesforce with their own website (which was built using their product Gaia Ajax) Gaiaware very quickly extended the Software-as-a-Service to fit their own business model.

Results

• Customer service and support is now highly efficient. Customers receive a fast response from email requests or queries through the contact form on Gaiaware’s website.
• The ability to customise Salesforce CRM meant that Gaiaware was able to create a function that greatly reduced the time taken for developers to close a case. Instead of taking several steps, developers can now close each case in a single step.
• Gaiaware plans to use Salesforce CRM for following up leads and as an automated marketing system. For example, customers who take advantage of Gaiaware’s free software trial service, will receive emails inviting them to make a purchase. The emails will be automatically generated by Salesforce CRM at regular intervals.