Salesforce Helps Bandwidth.com Grow 200% Per Year

"With Salesforce and other key initiatives, Bandwidth.com has grown at 200% during the past three years."


Challenge
  • Rapidly expanding Bandwidth.com, a leading provider of Internet and VoIP services, had outgrown its homegrown CRM system
  • Strategic partners required controlled access to the Bandwidth.com CRM solution, necessitating a system with robust security that was easily accessible over the Internet
  • Bandwidth.com's highly specialized pricing engine, an integral component of the sales process, needed sophisticated, bidirectional integration with the new CRM solution
  • Because Bandwidth.com is a reseller of complex communications services providing first-line customer support, the efficiency of the company's service teams was critical to profitable operations

Solution
  • After surveying potential CRM solutions, the company selected Salesforce based on Bandwidth.com's integration, customization, and functional requirements
  • Using Saleforce Service & Support, Bandwidth.com coordinates and manages customer service and support across the numerous telecommunications parties involved in delivering service to customers
  • Salesforce.com's Force.com platform enabled tight integration between Bandwidth.com's proprietary pricing engine and the Salesforce applications
  • Bandwidth.com leveraged Salesforce's powerful customization tools to modify Salesforce to track inventory, business initiatives, and referrals
  • To meet the unique needs of four different customer support operations, Bandwidth.com implemented multiple case record types—a standard Salesforce capability
  • With the Salesforce telephony API, VoIP integration boosted call center and inside sales productivity through incoming call "screen pops" and outbound autodialing

Results
  • More than 90% of Bandwidth.com's employees use Salesforce "soup to nuts," benefiting from access to a common solution
  • Salesforce, along with other initiatives, has helped Bandwidth.com grow at 200% for the past three years
  • Using Salesforce, every department now tracks, in real time, its key operational metrics
  • With its ability to track detailed service efforts with Salesforce Service & Support, the company can accurately charge back costs to its telecommunications partners and minimize support operations expenses
  • Seamless integration between Salesforce and Bandwidth.com's pricing engine eliminates delay in the selling process
  • Via access to Salesforce, strategic partners participate directly in Bandwidth.com's operations, minimizing partner overhead and better serving customers
 
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