Konica Minolta Sharpens It's Customer Focus with Salesforce

"We chose Salesforce for numerous reasons. The most important one was that it took only a short time to implement the CRM system. Moreover, the initial investment costs for the system are low. "


Challenge
  • Konica Minolta, a growing organization providing printing solutions for the business market, was running an outdated CRM solution specifically for service and support.
  • The company desired a 360-degree view of the business, with access to advanced customer information
  • Konica Minolta also wanted to eliminate system limitations with low investment costs and limited impact on the IT department
  • The goal was to grow towards a European-wide CRM solution that delivers service provisioning within sales processes and detailed insight into customer data

Solution
  • Konica Minolta has deployed Salesforce SFA within its marketing and sales departments in various countries to create a flexible CRM solution with extensive analytical capabilities
  • The company implemented Salesforce in its sales department in only three months; sales processes are now monitored continuously and have ‘improved significantly’
  • Salesforce Call Center was also implemented to support the servicing and support department
  • In Europe Konica Minolta uses Salesforce SFA to support its sales, marketing and servicing departments
  • Konica Minolta has also implemented the Force.com Sandbox, a test environment for testing new features and customizations, which allows Konica Minolta to innovate quickly and efficiently
  • The company relies on Successforce Premier Support from salesforce.com, ensuring remote support of the very highest service level
  • Konica Minolta uses salesforce.com’s Partner Relationship Management solution, Salesforce Partners, to support the indirect channel

Results
  • Konica Minolta now possesses a CRM solution that can grow in step with its business
  • The software-as-a-service model ensures the company receives automatic, regular upgrades without the involvement of the IT department
  • Information from different sources is easily combinable to allow better analyses
  • The AppExchange marketplace has become a useful source of pre-built applications, including Advanced Professional e-marketing and the Advanced Management Data Tool
  • Employees now have round-the-clock access via the Internet to complete customer information throughout the EMEA region
  • Salesforce enables a project-driven approach; and applications are expandable any time as and when the need arises
 
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