Challenge

• Rapidly growing provider of customized, affordable websites for communities and professional association management firms wanted to consolidate customer information and follow customers from initial lead through a decades-long relationship
• Had been using a combination of ACT! and homegrown systems, but needed a flexible, centralized solution that would provide 360-degree customer views
• Wanted to more efficiently manage workflow, track leads and tickets, and reduce time spent on cold calls

Solution

• Deployed the Sales Cloud and Service Cloud in just 2 months, without the need for outside support
• Currently used by 45 employees—including many remote ones—in marketing, sales, and customer support
• Configured Salesforce to match industry-specific business processes, including associating clients with multiple accounts
• Microsoft Outlook integration keeps a record of customer activities and communications
• Custom dashboards spotlight annual trends and show real-time metrics, including case queues and closure rates, lead follow up, and revenue generation

Sales Cloud

• Leads are divided between reps using automated workflows that help salespeople follow a set activity and follow-up routine
• VerticalResponse from the AppExchange lets marketing manage and measure campaigns from within Salesforce and shows real-time open, click, and bounce information
• Trade show lead generation and conversion is also measured
• Arrowpointe from the AppExchange helps reps plan travel and make the most of their time on the road

Service Cloud

• Built-in knowledge base helps 14 agents provide quick and timely service to more than 6,000 clients
• Multichannel support lets agents respond to inquiries originating via email, phone, and Web
• New agents can be trained in just 1 day

Results

• Increased sales due to using Salesforce has helped AtHomeNet double in size in the last 2 years
• Consolidated information provides 360-degree customer views and helps agents and reps work more efficiently and provide better service
• Real-time metrics support better business planning and decision making

Sales Cloud

• Sales revenues increased almost 30% over the past 2 years
• Reduced sales labor costs 11% by replacing higher salary positions with support personnel who track lead activity and identify the most qualified leads
• Increased call volumes by 55% in just 1 year
• Increased client visit and trade show conversion rates to 30%
• Reps spend 60% less time making travel arrangements and are able to book more sales calls per trip, per day because of more efficient routing with Arrowpointe
• Database has grown to more than 14,000 strong leads by using Campaigns, Opportunities, and the Call Tracker

Service Cloud

• Only 14 agents can effectively service 6,000+ clients
• Improved response times by 30% with the use of case assignments to automatically match case work against Support Tier Structure
• Easy-to-use, cloud-based solution lets agents get up to speed quickly and works from virtually anywhere