crm case study ppt
TRANSCRIPT
PRESENTED BY – ANKUSH AKKALWAR (C-02) AKHILESH KHAPARDE (C – 42) SUSHANT NAWALE (C-50) TARUN VIRKHEDE (B-100)
PRESENTED TO – PROF. S.LADDHA DATE:- 13/10/2011
INTRODUCTION
Industry - Communications & Media
Geographies - Worldwide
Customer Service Manager - Diane Driscoll
DOW JONES NEWSWIRES
Built its business on the value of accessing information in real time
Began distributing news electronically more than a century ago
It makes sense then that the company requires similar data availability from its customer support and customer relationship management (CRM) systems
Sales and support personnel needed centralized access to information on subscribers
BEFORE INTEGRATION WITH SALESFORCE APPLICATION
Sales and Support Teams Need Access to Account Data
The customer service group fields 50 to 60 calls a day from its toll-free support lines, handling queries ranging from technical troubles to invoicing questions
This support group also works closely with 100 salespeople and other support professionals within the Newswires organization
realized that these two groups needed tools that would give them real-time access to any account information that could help them do their jobs better
CHALLENGE
Dow Jones wanted to integrate segments of its billing and accounts receivable system with the Sales force application
Introduction to Salesforce CRM Sales Force - the Comprehensive CRM
Solution Provider Salesforce.com is a software giant
that provides buyer - easy to use - extremely effective CRM
solution Also offers the chance to customize
and integrate CRM provides a wide range of services
Sales Force's CRM Suite includes
Customer Service and Support Marketing Automation Customer Analytics Force Automation Document Application Custom Applications
Benefits of Sales Force CRM Integrating Components Flexible Usage Easy Integration Data Collaboration Mobile CRM Solutions Increase in Efficiency
AFTER INTEGRATION WITH SALESFORCE APPLICATION
Salespeople can view open AR balances Monthly sales summaries Overall account historiesAll within Salesforce and in real time.
AFTER INTEGRATION WITH SALESFORCE APPLICATION Monthly sales summaries are
automatically imported from the Dow Jones billing system
Open AR totals are extracted weekly from the Dow Jones AR system
Updated information allows a salesperson to prepare for a meeting easily
Helps customer service professional to field an account question intelligently and on the spot
CONCLUSION
At Dow Jones, Salesforce Integration delivers more than Real-Time Information
Today Dow Jones’s sales and customer support people view account and billing histories, open accounts receivable totals, and see customer support information in one display in Sales force..
This saves users time and enables them to be more effective
Time Savings Increase Productivity.
THANK YOU