Kelly Services taps Salesforce for a companywide solution that’s not temporary
Challenge
- Global workflorce solutions leader wanted to expand its sales-focused CRM to address additional departments and functions
- Needed a platform to automate and streamline enterprise processes including: contract administration, supplier management, customer support, HR recruiting, contract IT help desks, product and asset management, proposal management, and more
- Wanted to build and deploy new business applications across the company with faster time to value and a lower cost than when using legacy platforms including .NET
Solution
- Considered products from Microsoft, Oracle, and SugarCRM, but chose Salesforce and the Force.com Platform because of the solution’s speed, flexibility and easy integration with other systems
- Deployed Salesforce to more than 8,500 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 Sales Cloud
- Custom forecasts and reports show real-time updates for key business metrics, including campaign performance 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 lets employees access and update records using BlackBerry, iPad, iPhone, and Windows Mobile devices
Service Cloud
- Rapidly scale to add new contact center and support agents based on business unit needs
- Deploy 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)
- 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
- Every employee is on Chatter, enabling company-wide collaboration across departments, hierarchies, and geographies
Force.com
- Force.com has become a 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 for data is accurate and up to date
- Plan to develop 30+ additional apps
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
Chatter
- Sales teams have up-to-the minute information on lead and opportunity status, and can collaborate more effectively
- Employees across departments and geographies can communicate and collaborate in real time
Force.com
- New applications can be built and deployed at a fraction of the time and expense of traditional on premise development platforms
- 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 just 7 days — at half the cost and half the time of implementing Ariba
- Project Management tool saves more than $50,000 per year
- Increased visibility across the entire organization enables better planning so employees can be more proactive and focus on sales and service delivery