Tyco in Europe Standardizes on The Sales Cloud in 19 Countries and 11 Languages

Challenge

• Tyco ― which includes ADT Worldwide and International Fire Protection Services ― is a world leader in electronic security and fire protection.  The company supports more than seven million customers worldwide through its global businesses   
• A reliance on country-specific sales management systems made it difficult for the company to co-ordinate its cross-border sales activities, and effectively target groups of customers
• No common, central system for viewing sales opportunities, proposals and other customer information   
• Minimal management insight into sales performance
• The sales methodology did not support or sustain the company’s strategy for future growth

Solution

• The salesforce.com cloud computing model offered rapid implementation, minimal up-front technology investment, and future integration to the BaaN ERP financial environment.  It also supported the company’s drive towards Six Sigma—a disciplined, data-driven methodology for eliminating defects in sales processes
• Tyco deployed The Sales Cloud to 1,600 sales professionals in 19 countries, including United Arab Emirates (UAE) and South Africa and in 11 languages
• The Sales Cloud provides the sales team with a shared view of contact information, call history, and sales pipeline opportunities in multiple languages
• Four connected instances of The Sales Cloud (U.S., EMEA, APAC, and Latin America) enable Tyco to deliver an integrated global account strategy
• Google dashboards provide the flexibility to easily track progress of issues such as enquiries, orders, and marketing campaigns 
• The Service Cloud is being piloted in the UK to support functions such as Web to Case and Email to Case
   

Results

• Extensive management reporting dashboards provide executives with real-time information for decision-making and ensure SLAs are rigorously adhered to
• The ADT subsidiary is using custom objects to develop ‘Personal Success Plans’.  These provide the team with a drill down and summary view of sales metrics such as margins performance, conversion rates, activity status, and opportunity monitoring.  This information is also used as part of the monthly business review meeting between the sales representative and their manager 
• Team or individuals’ sales objectives that are not completed can easily be identified and carried over to the next review meeting
• The Service Cloud pilot allows customers to track enquiries from initiation to completion
• Provided full lifecycle of sales order from enquiry to completion―and improved cross-selling capability