Australian Air Express

Travel & Transportation

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Challenge

  • There was no real system in place for managing customer data –customer information rested with the individual members of the sales team and the company risked losing vital data when sales representatives moved on
  • Australian air Express (AaE) wanted all sales employees to have access to the right information at the right time, to better equip them to respond to customers’ needs
  • There was an urgent requirement for improving sales pipeline management by introducing procedures to help progress leads through the sales cycle
  • AaE needed to be able to  analyse its customer data for better business planning
  • A crucial element was ensuring buy-in from sales teams, as without this the project would almost certainly fail
  • Ultimately, AaE was looking for ways to add value to its customer service offering, in order to protect its customer base in times of economic uncertainty


Solution

  • AaE introduced Salesforce CRM company-wide to allow all sales employees to access customer data quickly and easily over the internet
  • The objectives were to enhance customer service, improve the management of sales leads and identify patterns to assist with planning
  • Salesforce CRM integrates seamlessly with AaE’s Peoplesoft financial platform and its call centre function, providing a complete consolidated view of customer information in a single location

 
Results

  • Cloud-based CRM provides AaE employees with real time customer information at their fingertips, accessible from anywhere at any time via a web portal
  • Armed with the right information at the right time, sales teams are better equipped to service customers and build stronger customer relationships
  • In-built automation and workflow guarantee sales leads progress smoothly through the sales cycle, injecting efficiency into the management of the sales pipeline
  • Salesforce CRM’s intuitive interface ensured it was readily accepted by sales teams
  • Salesforce CRM integrates seamlessly with AaE’s existing systems, including the Peoplesoft accounting system and the call centre application, providing a holistic approach to centralised customer relationship management
  • Complete visibility of customer information and the ability to slice and dice data in any number of ways within easily created reports allows AaE to identify trends and sales patterns to assist with planning and forecasting
  • The centralisation of customer records has given AaE ownership of its intellectual property, which means it no longer has to worry about losing information with sales staff who leave the company.


Key Stats

  • Web site: Australian Air Express
  • Industry: Travel & Transportation
  • Size: Enterprise
  • Region: Asia Pacific (APAC)