Amtico Floors the Competition with Salesforce

Challenge

• Founded in 1969, UK-based Amtico International has defined the luxury vinyl flooring market through continual product innovation and service flexibility
• Amtico needed to replace multiple overlapping bespoke databases with single global CRM system
• Following a period of transition, the company’s goals were to retain customers for longer, maximize revenue per customer, and ensure lasting customer satisfaction
• Amtico chose salesforce.com based on the on-demand low total cost of ownership model, salesforce.com’s marketing leadership in CRM, and the pre-packaged, multi-lingual functionality of the system

Solution

• Amtico has deployed Sales Force Automation and Salesforce Customer Service & Support to 230 staff in 12 geographies to provide a common, standardized approach to Sales, Marketing, and Customer Service
• The company is using the multi-tenant SaaS view to support relationships with commercial B2C end users, B2B retailers (such as flooring specialists), and business partners that sell on behalf of Amtico  
• Over 90% login rate reflects the high adoption rate and overall popularity of system among users worldwide
• Flooring sample requests, literature requests, ‘contact me’ and other customer requests are processed directly in SalesForce.com.  This enables the successful capture of sales leads, rapid response to service enquiries, and the potential for an integrated custom portal enhancing the service and support to customers

Results

• The point-and-click customization of tabs, fields, and workflows has led to one common sales methodology for Amtico worldwide
• Automating the floor film forecasting system in Sales Force Automation significantly improved communication and efficiency between Manufacturing, Sales, and Purchasing departments
• One particular business process which previously absorbed two hours per month per Sales Account Manager now requires only one person and is completed in half the time
• Salesforce has enabled Amtico to instantly communicate new product offerings worldwide to targeted groups of customers via electronic campaigns
• The unified customer view enables Amtico to track sales warranties for customers with flooring warranties of up to 20 years
• The deployment of Salesforce Mobile on Blackberry PDA devices means that sales teams are continually connected to real-time, accurate customer information