RAE Systems Accurately Tracks and Manages Product and Distributor Information with Salesforce Service & Support

Challenge

• RAE Systems needed an easy-to-use, easy-to-access customer relationship management (CRM) system to track and manage information about its products and distributors
• The company, which makes life-saving chemical and radiation monitors, urgently needed tools to support the delivery of efficient, reliable customer service
• The manufacturer had no easy way of tracking what types of repairs were being made, and how often they were occurring
• RAE Systems wanted to integrate all its information about assets, sales, services, and channel partners

Solution

• RAE Systems chose to replace its existing unstable implementation of Siebel CRM with on-demand applications from salesforce.com based on their flexibility, affordability, and ease of customization
• The company rolled out Salesforce Service & Support's case management functionality to its service department for use in tracking the status of equipment repair and user certifications
• At the same time, the marketing and sales departments at RAE Systems adopted Salesforce, with its integrated sales force automation and marketing automation capabilities

Results

• RAE Systems can now track the history and details of each service request and communicate to customers exactly where a device is in the process
• For less than what it was spending on its previous Siebel CRM system, the company has been able to deploy salesforce.com applications to three times as many users
• With Salesforce Service & Support, RAE Systems has been able to run reports on recorded data that pinpoints warranty versus non-warranty repairs for their quality department to review
• Using an integration into the Opportunity module, RAE Systems has been able to record revenue being generated through the repair of instruments, a figure that was previously unavailable and unknown.