Miyachi Unitek Taps Salesforce.com Professional Services to Quickly Implement Unified Business Infrastructure

"Before Salesforce, we had many disparate systems within the company. None of them worked. With Salesforce, employees in 18 countries share a common CRM solution and our visibility has improved 100 percent. The AppExchange has given us a single place to find a variety of applications to meet our business needs, from recruiting to marketing. The apps we've found are easy to deploy, require little or no training, and offer immediate benefits to users."


Challenge
  • Miyachi Unitek Corporation, a leading global provider of specialized welding equipment, managed customer information on multiple, disparate systems, making it impossible for global sales teams to access information and coordinate efforts
  • Miyachi executives sought a common system, globally accessible by all business units, so accounts could receive more coordinated attention
  • Miyachi marketing and sales wanted better prospect and customer visibility
  • The company also wanted better lead-tracking capabilities, to improve its ability to determine the ROI of marketing investments
  • Marketing was wasting tremendous amounts of time after each email campaign manually removing bounced email addresses

Solution
  • After considering Microsoft CRM, Siebel On Premise, and SalesLogix, Miyachi selected Salesforce for its global accessibility, fast implementation, and hosted architecture
  • With Salesforce, marketing, sales, customer service, and production share one common solution for better communication, operational efficiency, and customer insights
  • Salesforce.com Professional Services helped Miyachi integrate core back office processes with Salesforce, bidirectionally synchronizing customer information, quotes, orders, invoices, and return materials authorizations (RMAs)
  • Miyachi used Force.com Builder to create custom tabs and objects to integrate Web mail into Salesforce and configure products based on desired features, accelerating productivity
  • The company installed six applications from the AppExchange to improve efficiency and returns on sales, marketing, and recruiting processes
  • Thanks to Force.com Mobile, Salesforce is accessible in the field and around the world via Palm Treos, making it easy for users to be on the road and connected to Salesforce and to move sales opportunities faster through its pipeline to closure

Results
  • Employees in 18 countries benefit from Salesforce's internationalized, on-demand architecture, which gives them streamlined marketing and sales processes
  • Complete visibility throughout the organization has reduced the number of internal calls made to check order status by 70%
  • Production Planning now knows exactly what products need to be built and prioritized at any given time
  • Use of Salesforce now drives the entire business, including the production group, which uses pipeline information to proactively plan manufacturing needs
  • Fewer marketing dollars and time are wasted, and marketing now has deep insights into where to spend lead-generation dollars based on revenue generated from past campaigns
 
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