EthicsPoint Extends Salesforce with the Force.com Platform for Contract Management, Client Implementations, and Customer Lifecycle Automation

"Certainly we believe Salesforce is a big part of our success. We've achieved great ROI, particularly when you factor in how we've used the Force.com platform to extend Salesforce to other areas."


Challenge
  • EthicsPoint, a rapidly growing startup that provides ethical compliance and governance services, found its Microsoft Excel-based sales tracking unwieldy as the company evolved
  • With a small IT team, the company wanted a solution that was easy to install, had out-of-the-box functionality, and required minimal training
  • Baseline CRM functionality and workflow were primary requirements, but the company knew it would eventually extend the system to meet unique needs, so powerful customization tools were important

Solution
  • Sales management had successfully used Salesforce SFA at a prior company and championed its adoption at EthicsPoint
  • EthicsPoint rolled out Salesforce in less than a week and achieved 100 percent adoption thanks to the solution's ease of use, uncomplicated implementation, and comprehensive CRM functionality
  • After the initial roll out, EthicsPoint used the Force.com Builder to create a new custom application, Client Partner Experience, to track support and service implementations
  • The company also worked closely with Plante-Moran, a certified salesforce.com business partner, to facilitate the improvements for custom objects in some implementation areas
  • A custom Contracts tab built with Force.com allows accounting and finance to manage the contract workflow and details
  • EthicsPoint extensively uses Salesforce's real-time dashboards, with each department measuring key performance metrics

Results
  • Salesforce streamlined the lead identification, opportunity management, and order fulfillment and provisioning business practices, slicing significant time off the process
  • Sales efficiencies create a substantial increase in number of customers, with no additional resources
  • With 100 percent visibility into customer history, EthicsPoint achieves more comprehensive follow-up with clients
  • Better pipeline management creates more accurate cash flow
 
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