SAN FRANCISCO, Calif. — December 1, 2004 — Salesforce.com (NYSE: CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that MTS Systems Corporation [NASDAQ: MTSC] has rolled out Salesforce.com worldwide for their Test Segment, which accounts for approximately 85% of MTS Systems' consolidated global revenue. The implementation includes full integration with MTS Systems' ERP back office system.
MTS Systems is one of the 12,500 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of Oct. 31, 2004.
"It was critical that our CRM solution be able to integrate with our ERP system for customer master and order status information," said Connie Wussow, manager, Sales Operations, MTS Systems. "Salesforce.com's powerful integration capabilities meant that we could go with our top choice for CRM while still having a unified system — it's the best of both worlds."
Prior to salesforce.com, MTS Systems used a variety of systems and processes to manage customer information, leads, and opportunities. Seeking to improve data security and sales efficiencies, while also standardizing its global sales process, MTS Systems began an initial CRM evaluation.
"When we first looked at CRM systems, we were surprised by the complexity and cost," Wussow said. "We took a step back and worked to define and document our sales processes. When we revisited CRM, Salesforce.com stood out for its flexibility, usability and strong integration capabilities."
MTS Systems signed with salesforce.com in October 2002. Initial implementation, including customization and integration, was completed in three months with assistance from Minneapolis-based consulting firm BenNevis Inc. MTS Systems gradually expanded its implementation to include its three major geographic selling regions — Asia, Europe and the Americas. As salesforce.com has updated its functionality, MTS Systems has taken advantage of new features such as dashboards and workflow to generate more value.
Integration, however, remains the centerpiece of MTS Systems' CRM initiative. Salesforce.com is tightly integrated with customer master data created in its ERP system to drive all back office activity. MTS Systems has also integrated order entry with CRM to deliver new visibility into all opportunities that become orders. Once an order has been submitted, fields in the appropriate opportunity record are updated, triggering the synchronization with ERP.
"Order entry was very significant for our sales force because it was the first time that they could have immediate information on who to communicate with about their project," Wussow said. "That immediately demonstrated the value of Salesforce.com for the sales team. When you can integrate, and deliver, this kind of benefit, then you get the 90 percent adoption rates."
The service sales group that supports MTS Systems' installed base has also benefited from Salesforce.com's power and flexibility. When a service contract is approaching its expiration date, a new opportunity is created in salesforce.com that contains key data from the service contract order housed in ERP. All upcoming opportunities are available at a single glance in salesforce.com.
"Integration has really helped us think about what other opportunities we can automate," Wussow said. "Salesforce.com delivers on its promises — and it is a pleasure to do business with a company which has the same commitment to their customer as MTS Systems does."
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