Phoenix Technologies Achieves 360-Degree View Across Sales, Marketing, and Tech Support with Salesforce

Challenge

• Phoenix Technologies, a global leader in device-enabling software, faced a corporate mandate to achieve a 360-degree view of the customer
• The sales division had outgrown its homegrown Lotus Notes application, which had significant performance, sync, and data- integrity issues
• The tech support staff suffered slow performance of an existing contact center application; sales and tech support could not share customer data, limiting support contract up-sell opportunities
• With approximately 66 percent of the company's business conducted outside of the U.S., Phoenix required a system with multilanguage support

Solution

• Selected ondemand salesforce.com Enterprise Edition over CRM software
• Salesforce.com's Web-based model makes the system accessible from any location in six languages, including Japanese, two Chinese dialects, Dutch, and German
• The Force.com API allowed quick and easy integration between Salesforce and an internal bug tracking application

Results

• Integrated CRM ensures real-time customer data access and sharing across sales, tech support, marketing, and engineering
• Senior management enjoys a a 360-degree view of the customer, made possible by the integrated solutionWeb leads automatically captured & distributed
• A 10-fold increase in application performance with the new system resulted in improved agent productivity and adoption
• A standardized sales management process allows for a more streamlined deal approval process
• Automated lead distribution, along with accurate, timely forecasts, accelerate the sales lifecycle and boost sales revenue
• International users can access the solution in their own languages, further boosting adoption, productivity, and communication