ScanCom increases BlackBerry Sales Following Standardization on the Sales Cloud and the Service Cloud

"Salesforce.com doesn't give ScanCom a 360-degrees view of its customers― that's so last year. For us, it feels like we have a 720-degrees view of each customer relationship. It makes our customer service look like it's on steroids!"


- Scancom

Challenge

  • Headquartered in Leicester UK, Scancom Distribution Ltd is a leading supplier of BlackBerry business devices, airtime, and software
  • ScanCom's information was scattered on fragmented systems, like paper, databases, and spreadsheets
  • Lacking a common, central system for viewing opportunities, proposals, and other customer data, ScanCom had developed its own CRM system in-house, but technical problems made it difficult to use and unpopular
  • ScanCom's goal was to make more efficient use of its data: building the business around its customers to more effectively market, sell, and support its BlackBerry solutions

Solution

  • The salesforce.com cloud computing model was live and productive within just 60 minutes of getting started, with minimal training required among the 12 users
  • ScanCom did not need to invest in dedicated technical people and resources in order to customize the system―an important consideration for any small or medium-size business (SME)
  • The Sales Cloud and the Service Cloud have replaced Outlook as the most important tool in the business, underpinning everything from sales management, stock control, and financial controls, to commission reconciliation, customer service, and quotations
  • Within a self-help partner portal, customers can open their own service cases, submit enquiries, use the knowledge base to search for answers, and track each case through to resolution

Results

  • By standardizing on the Sales Cloud and the Service Cloud, ScanCom is able to do more business, with more customers, and adapt its approach to each individual customer
  • During one month, ScanCom generated an additional $50,000 in revenue as a result of being able to pull off accurate reports (such as contract expiry) and then revisit customers and up-sell
  • By introducing a cloud-based self-service environment, ScanCom has been able to re-deploy precious staff time to other critical tasks―optimizing sales effectiveness, putting more people in front of customers for longer, and ensuring the company adheres to a consistent level of service
  • 'BlackBerry Repairs'―developed and customized overnight―provides the support team with a real-time, comprehensive view of every customer's BlackBerry details, including the phone PIN number, warranty, condition, purchase history, and ownership
  • ScanCom has experienced 'an increase in deal closure' since using alesforce.com
  • With BlackBerry customer demand predominantly price driven, the Sales Cloud and the Service Cloud provide ScanCom with a competitive edge when it comes to customer service and after-sales support
  • Development time has been reduced by 90% because there’s no need for additional software or outside contractors

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