Customer relationships are everything to ADT, the company trusted by 6.5 million residential and small business customers in the U.S. and Canada. But with 16,000 employees spread over 200 locations, collaboration can be a challenge. That’s why ADT uses Salesforce. “We started using Salesforce because we wanted to more effectively close leads and build closer customer connections,” explains Julie Binder, Vice President of Corporate Communications.
Sales Cloud helps ADT manage leads and customer data. It’s integrated with the back end systems that support the company’s 24/7 live monitoring, so information is always up to date. Thousands of employees use it to confirm customer information while monitoring from call centers or responding to service calls.
ADT is expanding its initial Salesforce implementation to include Chatter for everyone at the company, so all 16,000 employees can collaborate to help win deals, build relationships, and better serve customers. “Bringing all of our employees together is transformative,” says Binder. “Chatter connects our people across geographies and functions. It helps us innovate, share ideas and best practices, and think about how we can do things better to benefit our customers and employees.” ADT’s executive leadership team uses Chatter to stay on the pulse of what’s happening across the company and share relevant insights when necessary.
More than 4,500 reps access Salesforce via iPads so they can more effectively work with customers to design their security systems while on site, or ask product questions and get information via Chatter. ADT is developing additional custom apps with the Salesforce Platform to help employees be even more efficient from the road. One app includes agendas, attendee lists, and pre-reads for the company’s annual leadership meeting. Another app features videos of customers whose homes, lives, and pets have been saved by ADT’s services.
Salesforce is also helping ADT bring its “Always There” tagline to life in a new way for its customers and team members. Using ExactTarget Marketing Cloud, ADT can surface and analyse comments, feedback, and insight from social networks to help drive instant and incremental change. In the future, the company will proactively look for customers and prospective customers that need help finding product information or scheduling a free in-home security review. Binder says, “With Marketing Cloud we can raise awareness of ADT resources, such as YouTube product tutorials or safety tips on Pinterest, or simply join the conversation.”
She continues, “We want to maximise engagement with our customers so they can get the most value from their relationship with ADT and deliver on our brand promise of being ‘always there’ for them.”