As Its Business Evolves, Expedia Corporate Travel Customizes CRM in Minutes

"What's unique about Salesforce is that when we decide we want to make a change, I can go in and do it myself, and ten minutes later, it's done. Things change rapidly in our business, and the AppExchange helps us quickly find and customize solutions to meet our evolving needs. I don't know of another system where we could make changes like that without spending a lot of time and money on programmers and consultants."


Challenge
  • Expedia Corporate Travel's existing internal CRM system could not keep up with the division's evolution
  • Due to continual changes and growth, Expedia needed a flexible solution that could be easily modified
  • Manual processes were affecting team efficiency and customer response times
  • The company did not have the time, patience, or resources for a long, complicated implementation

Solution
  • Expedia Corporate Travel selected Salesforce for 120 users in eight departments, including sales and account management
  • The system was implemented and initially customized in just eight weeks
  • Ongoing customizations take a matter of minutes and don't require programming
  • Workflow is mapped to Expedia's processes and can be changed on the fly
  • Sales reps and account managers access customer data in the field with Offline Edition

Results
  • Expedia is experiencing improved account management and opportunity tracking across departments
  • Alerts and notifications eliminated many manual processes and improved communications; for example, managers are automatically notified if a fee is waived
  • Automating customer set-up processes cut the time to get new accounts up and running from two days down to one
  • New efficiencies translate into faster customer response times
 
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