Alltel Leverages Salesforce Unlimited Edition to Attract New Customers and Better Serve Existing Customers

“From a management standpoint, we needed visibility into all aspects of the sales process. Salesforce empowers us with an eagle-eye view of the business—helping us address and improve the way in which we attract and serve our customers.”


Challenge
  • Alltel—owner and operator of the nation's largest wireless network— needed a CRM solution that was robust and customizable enough to accommodate its business-specific ordering systems
  • Disparate existing homegrown applications prevented a unified view of the customer
  • Management needed greater customer visibility for forecasting and planning channel activities

Solution
  • After considering other systems, Alltel chose Salesforce for its extensive functionality and flexibility
  • With the help of consulting partner Astadia, the company deployed Salesforce Enterprise Edition to 633 users across management, sales, call centers, and its data activations team
  • Alltel upgraded to Salesforce Unlimited Edition for its Force.com Sandbox testing environment, increased storage, and additional administrative support
  • The company customized Salesforce to include ordering systems that link to the activations group work queue
  • Dashboards track metrics including, sales, revenues, leads, pipelines, and funnels
  • The implementation included integration with Microsoft Outlook and mobile devices for wireless access
  • Integration with Peoplesoft Financial Tools enables greater visibility into customer account information
  • A point-of-sale system integration is planned for the future

Results
  • Unified customer view achieved by linking sales reps with the call center and activations group
  •  Weak spots in the sales process are identified with real-time views into sales, customers, and pipeline information
  • Transparency of data enables standardization of pricing models
  • 85 percent user adoption fueled by ease-of-use and customized benefits
 
View All Snapshots