Salesforce.com Takes the Credit for Sharp Rise in Sales and Service Productivity at Soliditet

Challenge

• Soliditet is the Nordic leader in credit and business information services
• Following the merger of two organizations, Soliditet was relying on two sales systems and one customer service system (RightNow)
• Issues associated with Soliditet’s Sales and Customer Service teams were passed between the two groups by email and telephone; as a result each group only had a limited understanding of what the other was doing 
• As an example of the disconnect between Sales and Customer Service, a confident Soliditet Sales team entered into a client presentation, only to be told by the client CEO, "Shall we begin by talking about our customer service problems before you start trying to sell to me?"

Solution

• Soliditet has deployed Sales Force Automation (SFA), Customer Service & Support, and Salesforce Partners to all the company’s 114 staff in Sweden to create a single, customer-focused organization 
• The company evaluated 12 different CRM solutions and standardized on salesforce.com based on the flexible, pre-configured screens, its global leadership in the CRM market, and low total cost of ownership
• Customer Service & Support manages on average 100 customer support cases (mix of IT Support and external customer requests) every day across three tiers of support teams 
• Salesforce Partners automates workflow and streamlines supply of Soliditet ‘ Triple A’ rating certification.  When a customer achieves the rating and orders ‘AAA’ merchandise, the marketing fulfillment partner uses the shared (but artificially limited) customer view to complete and dispatch the order almost immediately
• The Salesforce implementation was completed in only three months and supports 6,000 customers
• Soliditet has trialed and deployed valuable additional sales and service functionality via pre-packaged applications on the AppExchange.  This includes project management and customer links tools

Results

• With Customer Service now sharing the same customer information as Sales, overall sales and service productivity has risen ‘dramatically’
• Each customer now receives a more consistent and rewarding service experience; while Sales uses the unified customer to identify customer problems early and expose cross- and up-selling opportunities
• Provided customers with an additional channels of communication using the Self-Service Portal, Web-to-Case and Email-to-Case
• Soliditet’s sales reps now have total faith in their customer service colleagues: leaving them to deal with support issues while Sales concentrates on selling credit and business information services to customers
• The time required to fulfill merchandise orders using Salesforce Partners has been reduced from days to minutes