FFF Enterprises Improves the Health of Its Business with Salesforce, AppExchange Mobile, and Custom-Built AppExchange Applications

"Salesforce allows us to devote more time to customers and less time to chasing down information. The call volume into our sales support centers has dropped because now our sales reps know they can retrieve key customer and order data in Salesforce."


Challenge
  • FFF Enterprises needed to make its sales processes more efficient—chasing down the information required for quality customer care was hampering productivity
  • Individual sales reps for this leading healthcare company were using standalone contact managers such as Microsoft Outlook and ACT!
  • Executives could not centrally access customer data, run sales reports, or efficiently track key performance indicators
  • To ensure adoption, FFF wanted a user-friendly system

Solution
  • FFF implemented Salesforce for 70 users after the company and several sales reps tried both Salesforce and NetSuite
  • Salesforce is integrated with FFF's ERP system, giving reps access to data that was previously out of reach
  • With AppExchange Mobile, 17 mobile field reps access Salesforce via their BlackBerry devices to retrieve answers to customer queries in real time

Results
  • Sales spends more time with customers and less time on administrative and research tasks
  • Executives have new insight into cross-sell and up-sell opportunities, buying trends, and customer engagement activities
  • Custom dashboards help mangers measure key performance indicators and sales reps track their top accounts
  • Marketing is able to implement and track campaigns more efficiently
  • Routine calls from field reps to the customer care team have been greatly reduced, leaving more time for handling complex customer inquiries
 
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