Greyhound Waste Increase Employee Productivity and Improves Customer Service with Salesforce CRM.

Challenge

• Greyhound Waste is one of Ireland’s leading waste management companies.  It required a CRM system that would help it track leads and sales opportunities and provide excellent customer service.
• Previously it was using a myriad of spreadsheets and word documents which was extremely inefficient and a barrier to sharing and synchronising information amongst sales teams and management.
•  An inadequate paper-based system failed to effectively capture and track contact information and sales history.  If a salesperson left the business, there was a steep learning curve for the new sales rep.  
• The company sought a feature-rich solution that could be implemented with ease and could be customized to suit its business model.

Solution

• Working with a consultant, Greyhound Waste examined all other CRM offerings including traditional CRM players and also looked at the option of an inbuilt system.
• Following 30-day free trial with salesforce.com, the company realised that salesforce CRM best met its criteria. 
• On-demand model provides full CRM functionality accessible 24/7 from any location.
• Dashboards provide a comprehensive view of the business showing sales activities and progress at a glance.

Results

• The solution provides much better visibility of the sales pipeline and customers status.
• The staff have all the relevant information they need (such as records of previous meetings and sales history) to manage clients effectively.  
• Management is better able to track and measure sales rep activity.
• Reports for management and sales team meetings are created in a matter of minutes as opposed to hours. 
• Users can drill into data and instantly run useful analyses.
• Fully documented sales history on every account, even through personnel turnover.
• Salesforce empowers the Greyhound Waste customer service team to deliver responsive, efficient, and rewarding service.  Enhanced customer support  helps to greatly improve customer retention.
• SalesforceCRM has made everyone accountable, not just the sales team. 
• Greyhound Waste  can benchmark each department now due to salesforceCRM.
• A lot of positive feedback from customers.  Very impressed from high level of customer service since implementation of salesforce CRM service and support.