The AppExchange Drives Success at Greyhound Canada Transportation

Challenge

• The courier division of Greyhound Canada Transportation Corporation, Greyhound Courier Express (GCX), needed to improve the visibility of customer information throughout the organization.
• Sales representatives—some with as many as 3,000 clients—relied upon paper-based day planners and stand-alone contact management tools
• The company sought a comprehensive CRM solution to meet industry-specific needs, address the needs of multiple departments, and require minimal IT support

Solution

• After considering ACT!, GCX found Salesforce's on-demand architecture could be deployed with little IT requirements and provided flexible AppExchange customization tools and real-time reporting for improved visibility
• Empowered with best practices gleaned from salesforce.com's Dreamforce user conference, the GCX team took less than one month to successfully roll out Salesforce
• The company used the Force.com platform to integrate Salesforce to include legacy information from other systems and eliminate "swivel-chair" integration between systems
• Using Force.com Builder, GCX customized several fields to meet specific reporting needs
• Workflows built into Salesforce automatically alert users as customer milestones and deadlines approach
• GCX leverages salesforce.com partner iAnywhere for PDA integration, allowing reps to access key customer information anytime

Results

• Salesforce's easy-to-use Web user interface is convenient for GCX's diverse users
• The company's customer are better served through use of Salesforce alerts, which remind users or required activities
• Customized fields tailor sales information for accurate monitoring and reporting; dashboards improve visibility into key operational metrics by 100%
• Graphically presented commissions within Salesforce encourages GCX's reps to use the tool
• Building on the success of Salesforce SFA, the company plans to deploy Salesforce Service & Support to create a single repository of customer information