amazing app stories from customer trailblazers
TRANSCRIPT
Amazing App Stories fromCustomer Trailblazers
GIVE Volunteers Increases Lead Response with SMS-Magic
Challenge: Inability to effectively engage with leads. Many unanswered calls. Multiple email bounces. Low sales conversions.
"Focus on customer service,
projects and volunteers instead of communication
difficulties." Katence OlsonCo-Founder & COO, GIVE Volunteers
60%
30
75Decrease in email bouncesIncrease in response rate
%
Increase in conversions
• CHALLENGE:CUSTOMER: GIVE Volunteers Lead Response SMS-Magic• APP:
%
Datadog Streamlines Lead Routing Process with LeanData
Needed to scale rapidly. Inaccurate lead distribution process. Lack of effective, timely follow up.
Hacer Demiroers Director of Sales Operations, DatadogAnnual revenue doubled
"We're selling to awhole company...I
wanted a way toaccurately reflectwhat a sales rep
was doing."
2x
5,000Leads routed per monthEach week
Sales Increase
10
• CHALLENGE:CUSTOMER: Datadog Lead Routing LeanData• APP:
Hours saved
Mercer Advisors Manages Client Experiences and Gains Efficiencies with TaskRay
Lack of standardization. Inconsistent delivery of new client experience. Customer retention issues. Multi-step complex processes.
Shala SchultzSenior Operations Manager
Mercer Advisors
50
20Step process streamlined
"Work to integrate asmuch as possibleinto Salesforce in
order to use the datato its full potential."
% 0 Projects fall through the cracks
In client retention
• CHALLENGE:CUSTOMER: Mercer Advisors Project Management TaskRay• APP:
Increase
YP Protects Data of 20 Million+ Business Accounts with OwnBackup
Massive data. Long data backup process. Complex datasets. Lack of proactive notifications. Difficult to compare and find missing data.
Alex TiplitskyVP of Technology Operations YP, The Real Yellow Pages®
90
100In data backup and
recovery
"Be committed to proactively
protecting the data in each and
every one of your accounts."
% 20,000,000+Business accounts backed upIn data backup time
%
• CHALLENGE:CUSTOMER: YP, The Real Yellow Pages® Data Management OwnBackup• APP:
Reduction
Peace of mind
Paycor Modernizes Sales Management byDriving High-Value Activities with LevelEleven
High-velocity team needed real-time salesmanagement software. Can’t rely ondashboards and reports to drive growth.
Janet JansenDirector, High Velocity SalesPaycor
50
In key account meetings
Decrease"Course-correct in real
time. This takes the noiseout, so my reps can focuson the critical things that
will move the salesneedle."
%
55
1Tool tomanagesales team
In on-boarding time
Increase%
• CHALLENGE:CUSTOMER: Paycor Sales Management LevelEleven• APP:
DonorsChoose.org Increases Efficiencywith Intacct's Cloud ERP Software
Struggles with revenue recognition forcorporate grants. Financial system notintegrated with Salesforce. No visibilityinto grants received by partner team.
Taylor ChangVP OF FINANCE, DONORSCHOOSE.ORG
50
• CHALLENGE:CUSTOMER: DONORSCHOOSE.ORG LOW EFFICIENCY INTACCT• APP:
finance team efficiency
shorter close rate
"Invest time andresources integrating
your systems. Thiswill ensure everyoneis working with thesame information
when makingdecisions."
%
20per month onrevenue recognition,reporting, andaccounts payable
50HOURSSAVED
%INCREASE
Xirrus Implements CallidusCloud CPQ toHandle Complex Product Bundling
Quotes on spreadsheets. No way toautomatically select product SKUs.Complex product offerings. Manual dataentry and calculations.
Rick AustinsonDIRECTOR, INFORMATION TECHNOLOGYXIRRUS
90
• CHALLENGE:CUSTOMER: XIRRUS PRODUCT BUNDLING CALLIDUSCLOUD• APP:
All in Salesforce
ATTACHMENT RATE
AUTOMATEDSOLUTION
"In order for a CPQsolution to be
successful, it needsto be maintainable
by all, includingthose who managetheir own content."
%
1Partners using CPQ
7KUSERSSales reps adopt CPQ
Box Scales Customer Operations &Manages Retention with Gainsight
Lack of scalable customer processes.Needed to track and forecast retention.Looking for a market-leader instead ofbuilding internally.
Reviewing accountsIdentifying at-risk customers
20 Jon HersteinSVP, CUSTOMER SUCCESSBOX
"Start with a solidfoundation for CustomerSuccess and then overlaybest practices and thoughtleadership to achieve yourbusiness objectives."
50
HOURS SAVEDPER WEEK
• CHALLENGE:CUSTOMER: BOX CUSTOMER OPERATIONS & RETENTION GAINSIGHT• APP:
Automating customer processes
%TIME SAVED 20 INCREASE IN VISIBILITY
%
O2 Transforms its Business using CPQSoftware from CloudSense
Transform into a digital business.Become a B2B IT services player. Need toevolve from just selling traditionalhandsets and mobile phone plans.
Brendan O'RourkeCIO, O2
8
• CHALLENGE:CUSTOMER: O2 DIGITAL TRANSFORMATION CLOUDSENSE• APP:
Individualized pricingand packages
GROWTH
CUSTOMIZEDEXPERIENCE
To bring a vision to life,have confidence in the
technology. Beconfident that it has
the capability andflexibility to deliveryour digital vision.
%
Digital attachment rates
1
LARGESTOFFICE365 RESELLER IN THE UK
Solomon Edwards Hires Jobscience toCreate a Better Applicant Tracking System
Big merger resulted in a new applicanttracking system. Sought a highlyconfigurable and nimble solution.
Jamie BartlettBUSINESS SYSTEMS ANALYSTSOLOMON EDWARDS
100
• CHALLENGE:CUSTOMER: SOLOMON EDWARDS APPLICANT TRACKING SYSTEM JOBSCIENCE• APP:
All in Salesforce
ADOPTION
SOURCEOF TRUTH
"Be honest about yourcurrent business needs.
If you're in a fluidsituation that requiresan immense level of
flexibility, find aplatform that can
provide that to you."
%
1Gained visibility thatnever existed before
2MONTHS
GLOBALFOUNDRIES Improves Visibilityand Produces Quotes Faster with Apttus
Complex data requirements. Rapidproduction schedules. Manual processes.Weeks of engineer time. Need for faster,more accurate quote generation.
AVERAGE ANNUAL BENEFIT
3KING OUDIRECTOR OF SYSTEMS AND SOLUTIONSGLOBALFOUNDRIES
419
• CHALLENGE:CUSTOMER: GLOBALFOUNDRIES QUOTE GENERATION APTTUS• APP:
Time reduction
$4,121,513ROI
WEEKSTODAYS
"Creating a guide that focuses on yourcustomers is the key to success whenbuilding and implementing a newsolution."
%
SolarWinds scales for growth with Fairsail
Inefficient manual HR processes.Employee information scattered. Neededan agile HR system to keep pace withcurrent and future growth.
Rapid implementationOne HR platform
80Jen AlessandraSVP HR, SOLARWINDS
90
• CHALLENGE:CUSTOMER: SOLARWINDS SCALING FOR GROWTH FAIRSAIL• APP:
in HR operations productivityemployee growthenabled
DAYS 16x
TOOL TOMANAGE THEM ALL
%INCREASE
"Think: Will the app keeppace with the currentand future growth of
your workforce?"
National Head Start Association GrowsMemberships and Donations with Fonteva
Clunky old system. Hard to managerenewals and pay orders. Performanceand functionality issues.
INCLUDE DONATIONS
Lori ChristiansonDIRECTOR OF TECHNOLOGY, NHSA
80
• CHALLENGE:CUSTOMER: NHSA GROW MEMBERSHIP & DONATIONS FONTEVA MEMBERNATION• APP:
In payment processingtime
SAVED
DECREASE
"Always have a goodunderstanding withinyour organization of
what people want outof your system whenyou are designing it.
What you get isdependent on what
you put into it."
%
In card processing time
%50
10%
OF ONLINE MEMBERSHIPS
Digineer Taps Kimble toImprove Consulting Sales Forecasting
Data integration frustrations. Lack of salespipeline and forecast accuracy. Noacceptable mobile solution.
Forecast accuracy
Training time
1 Bryce AustinCIO/CISO, DIGINEER
"Having a sales tracking andERP system that works withyour business is critical toyour business's success.
80TOOL TORULETHEM ALL
• CHALLENGE:CUSTOMER: DIGINEER SALES FORECASTING ACCURACY KIMBLE• APP:
One source of truth
%INCREASE
75 TIME SAVED
%
Twitter Transforms CompensationManagement with Xactly
Sales compensation practice was manual andoutdated. Unsustainable compensationsolution. Lack of visibility into salescompensation and commission.
Visibility andtransparency. Ease ofuse. Flexibility.
REALTIME
ONLINE, SELF-SERVE, REAL-TIMECOMPENSATION PLATFORM
100%
Platform.Solution.
Preetesh BengaliSALES COMPENSATIONMANAGER, TWITTER
SALES COMPENSATION MANAGER
"Build a solid yetflexible solution that
can adapt to thecompany's growth."
1
MORE
• CHALLENGE:CUSTOMER: TWITTER SALES COMPENSATION XACTLY• APP:
MOTIVATION & ENGAGEMENT
MobileIron Increases Call Center Efficiencywith NewVoiceMedia ContactWorld
Rudimentary integration with call centerphone system. Need to scale customersupport. Cannot hire additional staff.
Shorter call timesSAVINGS PER YEAR
25Mike McCarronVP, CUSTOMER SUCCESS, MOBILEIRON
50
• CHALLENGE:CUSTOMER: MOBILEIRON HIRING & INTEGRATION NEWVOICEMEDIA• APP:
In productivity
$150,000TIME SAVED
%GAIN
"Technology that exists today and that will exist in thefuture will only make customers' experiences better. It's
best to embrace that."
%
Revolution Group Gains Company-WideVisibility with FinancialForce PSA
Three separate practices. Lack of transparency.Revolution Group needed company-widecollaboration and access to information via asingle platform.
hours/month
SAVED CALCULATINGUTILIZATION TARGETS
100%
BUSINESS
Jessika BotruffSALESFORCE ADMIN,REVOLUTION GROUP
Leverage the SalesforceCommunity and superusers. It's like going to apsychologist. Lay outyour problem, and theywill give you a freshperspective on how toapproach the solution.
• CHALLENGE: • APP:CUSTOMER: REVOLUTION GROUP COLLABORATION FINANCIALFORCE PSA
1 60
MOBILE
+Entire company visibilityinto its three practices
Scott Fetzer Electrical Group TransformedBusiness Processes with Kenandy
Too many spreadsheets, reports, and emails.Too much confusion. Scott Fetzer ElectricalGroup needed to move their business processesto the cloud.
Kenandy manageseverything formanufacturers withSalesforce App Cloud
Buyers' time saved
30%
APP
Rob GoldiezGENERAL MANAGERSCOTT FETZER ELECTRICALGROUP
Test out apps in asandbox environment
before installing - it’s soeasy!
1
COST SAVINGS
• CHALLENGE:CUSTOMER: SCOTT FETZER ELECTRICAL GROUP BUSINESS PROCESS KENANDY• APP:
4 HOURS/WEEK
+
Remy Cointreau Gains Visibility into SalesActivities with GreatVines
No real-time data access. Still using faxmachines. Remy Cointreau faced difficultieslinking their sales activities to actual salesvolume.
Real-time insights intosales productivity
30Hugh Lander
DIRECTOR OF COMMERCIALDEVELOPMENT, AMERICAS
REMY COINTREAU
"Look for a partner, not avendor. Pick someone thattruly understands yourindustry and can help drivecreativity for yourorganization."
DOCUMENTEDPROCESSES
MINUTES
• CHALLENGE:CUSTOMER: REMY COINTREAU SALES VISIBILITY GREATVINES• APP:
To generate a report(not three weeks)
World’s Largest Chocolate ManufacturerStreamlines Customer Experience withCloudCraze
Lack of automated processes forcustomers. Needed to support onlineorders.
Customer orders weresuccessfully processedthe first time
8Steven VanDammeCIO, Barry Callebaut
Get the basics right first. Startwith a pilot, and then roll outand scale. Our B2B portal workswell because the back-end isstructured and robust.
3
INCREASE IN REVENUE
• CHALLENGE:CUSTOMER: BARRY CALLEBAUT CUSTOMER EXPERIENCE CLOUDCRAZE• APP:
Cross-selling and up-selling driverevenue and margin uplift
MORESUCCESSFULORDER PROCESSING
CUSTOMER:
%
X
Topcon Increased Field Service Efficiencywith ServiceMax
Lost equipment. Revenueleakage. Topcon was givingaway service and paying for it.
IN PRODUCTIVITYGAINS
BROADFRAMEWORKTo gain efficiencies andimprove products
10%Gary YantsosSENIOR DIRECTOR OF IT,AMERICAS TOPCON
Change is difficult andadoption of a new
solution may take a while.Involve the end users
early and often so theyrealize there’s a better way
to do their jobs.
30
INCREASE
• CHALLENGE:CUSTOMER: TOPCON FIELD SERVICE SERVICEMAX• APP:
IN SERVICE REVENUES
%INCREASE
Expro StreamlinesInefficiencies with FieldFX
Dispersed data. Money left on the table. Exprolooked to overcome inefficiencies with acentral, standardized system.
IN TIME TO PROCESS ATICKET
GLOBALPLATFORMIn-depth reports and activitiesacross the organization
5%Jonathan Ward
BUSINESS PROCESSIMPROVEMENT MANAGER, EXPRO
Figure out what you want to getout of a system, and anefficient way to do it.
Involve the end users early andoften, so they realize there’s abetter way to do their jobs.
SIGNIFICANTDECREASE
LESS
• CHALLENGE:CUSTOMER: EXPRO STREAMLINE PROCESSES LIQUIDFRAMEWORKS• APP:
REVENUE LEAKAGE
SAVED PER WEEKIn-depth reports and activitiesacross the organization
2XJonathan Ward
BUSINESS PROCESSIMPROVEMENT MANAGER, EXPROMORE
SALES
• CHALLENGE:CUSTOMER: EXPRO STREAMLINE PROCESSES LIQUIDFRAMEWORKS• APP:
SAVED PER WEEKIn-depth reports and activitiesacross the organization
2XJonathan Ward
BUSINESS PROCESSIMPROVEMENT MANAGER, EXPROMORE
SALES
• CHALLENGE:CUSTOMER: EXPRO STREAMLINE PROCESSES LIQUIDFRAMEWORKS• APP:
SAVED PER WEEKIn-depth reports and activitiesacross the organization
2XJonathan Ward
BUSINESS PROCESSIMPROVEMENT MANAGER, EXPROMORE
SALES
• CHALLENGE:CUSTOMER: EXPRO STREAMLINE PROCESSES LIQUIDFRAMEWORKS• APP:
SAVED PER WEEKIn-depth reports and activitiesacross the organization
2XJonathan Ward
BUSINESS PROCESSIMPROVEMENT MANAGER, EXPROMORE
SALES
• CHALLENGE:CUSTOMER: EXPRO STREAMLINE PROCESSES LIQUIDFRAMEWORKS• APP:
