Assignment #3

Time Warner Cable

Time Warner was unable to manage an overwhelming amount of business data. They also lacked the tools to analyze data in order to create accurate forecasts. It required more efficient insight into potential issues for a more proactive approach to problem resolution, and they needed greater visibility into sales pipelines. Their solution was to deploy salesforce to provide analytics, sales, and customer service capabilities. Dashboards and alerts provide and overview of business with timely insight into key analytics. A web-based knowledgebase allows employees and customers to go online to view the status of accounts. A web log built with force.com builder allows reps to ask questions, post news, and promote events. The results of these changes were that salesforce has taken the place of two full time employees, there was a 10% increase in productivity in the first year with an expected 20% increase over the first 24 months. The company also went from 7 days to complete a survey to 2, and also reduced construction time from 21 days to 13.5 days.

SunTrust Bank

SunTrust needs to get a consistent, comprehensive view of client data. They also need to inprove client relationships and sales productivity, and maximize cross-selling opportunities, and generate new revenut streams. They need to enhance to corporate culture to embrace information sharing and accountability, and improve the communications and timing of deal teams. Thier solution was to deploy salesforce in two stages, to 2,700 users. In the process, SunTrust integrated with key back-end systems to provide a consistant view of client data and customized salesforce to support its unique sales process. SunTrust worked with salesforce.com's successforce consulting to bring in the project on time and under budget. This resulted in significantly exceeded project business case projections over two years, and revenue growth above industry average of 5%. Exemplary lead relationships, one of the highest in the industry. Increased empoyee productivity, resulting in thousands of additional sales opportunities. Reduction of new relationship manager ramp-up period from months to days, and a consistent sales process that increased employee productivity, customer satisfaction, and management effectiveness.

Symantec

Symantec needed to replace complex, hard-to-use CRM systems with one easy-to-use and more responsive solution. Also they needed to integrate two large enterprose sales forces from symantec and its merger with Veritas. Its solution was following its merger with Veritas Software in July 2005, Symantec consolidated and replaced disparate sales force automation silos with salesforce, to help develop consistent sales with processes globally and ensure data quality. With an aggressive global rollout time frame, Symantec enlisted salesforce professional services to keep the implementation on time, on track, and under budget. Salesforce became a playform to facilitate the integration of the two enterprise sales force. This resulted in Symantec implementing salesforce in 3.5 months to 3,900 users in 40 countries, achieving one agile, global sales force. It also changed management cycles have decreased from 3-5 months to monthly. Also user adoption exceeded expectations, helping to achieve the company's vision of one global sales force post-merger.

Mississippi State University

I believe that MSU can improve if they get a CRM system. Students and faculty could communicate through online chat rather than through email. Because email takes too long and this way you can get a quicker response.

Cited Sources

http://www.salesforce.com/customers/case-studies.jsp