Challenge

• A global leader in workforce solutions required a technology platform to build innovative business applications
• Required social and mobile capabilities, maximum agility, and rapid time to value
• Needed to automate and streamline enterprise processes, including contract administration, contract IT help desks, customer support, HR recruiting, product and asset management, proposal management, supplier management, and more
• Sought to transform a successful CRM implementation into an engine for driving the social enterprise

Solution

• Considered products from Microsoft, Oracle, SugarCRM, and others but chose Salesforce and the Force.com cloud platform because of the solution’s speed, flexibility and easy integration with other systems
• Deployed Salesforce to more than 9,000 employees, in more than 30 countries, including those in operations, sales, support, and recruiting
• Salesforce.com training & certification programs help employees get the most out of the solution

Sales Cloud

• The sales team has anytime, anywhere access to hundreds of thousands of accounts, contacts, leads, and opportunities stored in the Sales Cloud
• Custom forecasts and reports show real-time updates for key business metrics, including campaign and sales performance
• A content library helps users easily share presentations, case studies, industry research, and other content
• Marketo from the AppExchange provides integrated lead nurturing and scoring
• Salesforce mobile functionality will let employees access and update records using BlackBerry, iPad, iPhone, and Windows Mobile devices

Service Cloud

• Integration with Facebook and Twitter promotes increased engagement and provides a complete history of customer interactions, regardless of communications channel
• Contact centers can be rapidly deployed and expanded to handle sudden spikes in interest caused by social media activity
• Deployed new customer portals in less than a week to assist clients and employees with self-service needs, including:
• Candidate resume tracking
• Employee and supplier on-boarding
• Time and attendance (managing several thousand employees)
• Set up a temporary legal call center staffed with 150+ lawyers and paralegals in just 10 days to handle a high-profile corporate bankruptcy
• An ideas community helps capture feedback and suggestions from employees around the globe

Chatter

• Salesforce Chatter provides real-time notifications of changes in accounts, leads, and opportunities to help sales and service teams be more efficient
• 9,000+ employees in 30+ countries collaborate with each other using Chatter
• Strategic reviews of Kelly Service's biggest customers are now transcribed on Chatter, allowing much wider participation and adding breadth and depth to the conversation
• Employees pursuing blue chip opportunities are able to more effectively engage prospects by forming Chatter groups to exchange insights and discuss innovative approaches
• Employees share solutions on Chatter; for example, someone working in Portugal for IT posted a request for a time-keeping solution that was needed by a customer and received a response from Germany in less than 30 seconds
• Kelly® employees have also spontaneously formed groups around topics of general interest to them, such as an iPad enthusiasts group and a Kelly Frequent Travelers forum

Force.com

• Considered products from Microsoft, Oracle, SugarCRM, and others but chose Salesforce and the Force.com cloud platform because of the solution’s speed, flexibility and easy integration with other systems
• Deployed Salesforce to more than 9,000 employees, in more than 30 countries, including those in operations, sales, support, and recruiting
• Salesforce.com training & certification programs help employees get the most out of the solution
• Force.com has become the development standard for Kelly Services IT
• Custom applications built with the Force.com platform include:
• Account Strategy and Planning
• Contracts Management
• Competitor Tracking
• Opportunity Evaluation
• Project Management
• Proposal Management
• Supplier Management
• Supplier Portal
• Integration with Oracle Financials ensures data is accurate and up to date
• Began deploying technology solutions for customers using Force.com, including:
• An app for prescreening job candidates for a major insurance company that was built in two weeks and cost only $15,000 in internal time and licenses
• An app for monitoring employee absenteeism for a major Automotive OEM
• An app for calculating incentive pay for a major technology company

Results

Sales Cloud

• Shortened approval cycles and increased visibility improve business planning and forecasting
• More effective collaboration and communication between business development and other functional teams
• Increased the number of quality leads and improved close rates
• Increased productivity for sales teams while on the road with mobile access to Salesforce records
• Empowered the sales team with the ability to quickly and easily find the most up-to-date and relevant content

Service Cloud

• Can bring up new call centers in just days to support clients or global offices
• Employee innovation can be easily captured and shared via the ideas community
• Integration with social networks will increase the efficiency of recruiting operations and facilitates ongoing relationships with candidates

Chatter

• Employees across departments and geographies can communicate and collaborate in real time and more effectively engage customers and prospects
• Employees can easily share solutions they've developed in response to customer needs, increasing productivity and organizational agility
• With Chatter, the entire company is engaged in pursuing new business and retaining existing customers

Force.com

• Increased efficiency and productivity because new applications can be built and deployed at a fraction of the time and expense of traditional on-premises development platforms
• Drove new revenue streams by deploying Force.com-based solutions for customers which would have been impractical and unprofitable using traditional development platforms
• Experienced a 78% cost reduction over previous methodologies on a $15,000 app built for a major insurance company on Force.com
• Reduced the size of the data center by 30% thanks to the move to Cloud-based applications including Force.com
• Transformed interactions between IT and the business—rather than delivering enhancements on a semiannual schedule, IT now responds to requests in days
• All custom apps are pre-integrated and provide easy integration with the rest of the Kelly Services IT portfolio
• Developed a fully integrated supplier management tool in a matter of weeks—at less than half the cost and half the time of implementing an equivalent traditional off-the-shelf solution
• A project management tool saves more than $50,000 per year
• Promoted IT to the role of chief technology consultant to the business for external customer-facing solutions