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