Motorola Optimizes its CRM System with Enterprisewide Salesforce CRM Implementation

Challenge

• Motorola required a CRM solution that would reduce administrative time, cut costs, and provide greater control over its sales operations
• The company's CRM system was not intuitive or flexible; response times were slow, and opportunity management and forecast generation were very time consuming
• The company required a tool that would provide full territory management capability that could be extended to a mobile client as well as provide offline capability
• The company required a faster, more cost-effective cloud-computing solution that was less bandwidth-intensive and could be configured for complete internal control over the business with minimal IT-dependant customization

Solution

• Motorola selected salesforce.com for its superior on-demand architecture, deep functionality and robust set of configuration tools
• With the help of salesforce.com's implementation partner OKERE, Salesforce CRM Enterprise Edition was deployed to more than 100 Asia associates in three months with integrations to Siebel, SAP, and Comergent
• A global roll-out to Europe and the Americas soon followed, and a full worldwide deployment was completed in six months; the implementation expanded to 1000-plus users worldwide
• Deployment of the offline client provided access to territory data when and where internet connectivity was inaccessible
• Integration with Microsoft Outlook provides a streamlined mechanism for managing account contacts and activities
• Salesforce.com Premier Support provides best-practice advice and support 24/7 to Motorola associates worldwide
• Future plans to integrate with wireless Symbol EDA devices will enable anywhere, anytime access to sales information
• A well documented, robust API provides seamless integration to disparate applications for quotations, master data management and partner certification visibility
• A published data schema and easy to use data loading toolset allowed for a migration of legacy CRM data that minimized the need to re-key account and opportunity data

Results

• After deploying Salesforce CRM, the company saw a decrease in hours dedicated to CRM activities and more time spent with the customer
• Less reliance on internal resources shaves money off the bottom line
• Easy-to-use forecasting and real-time reporting features help management better deliver metrics on sales activities and performance
• Self-sustaining solution minimizes the need for outside help, putting control back into the hands of the company