AppExchange Drives Success at Greyhound Canada Transportation

Challenge

• The courier division of Greyhound Canada Transportation Corporation, Greyhound Courier Express (GCX), needed to improve the visibility of customer information throughout the organization.
• Sales representatives—some with as many as 3,000 clients—relied upon paper-based day planners and stand-alone contact management tools
• The company sought a comprehensive CRM solution to meet industry-specific needs, address the needs of multiple departments, and require minimal IT support

Solution

• After considering ACT!, GCX found Salesforce CRM's architecture could be deployed with little IT requirements and provided flexible Force.com customization tools and real-time reporting for improved visibility
• Empowered with best practices gleaned from salesforce.com's Dreamforce user conference, the GCX team took less than one month to successfully roll out Salesforce CRM
• The company used the Force.com platform to integrate Salesforce CRM to include legacy information from other systems and eliminate "swivel-chair" integration between systems
• Using Force.com's builder, GCX customized several fields to meet specific reporting needs
• Workflows built into Salesforce CRM automatically alert users as customer milestones and deadlines approach
• GCX leverages salesforce.com partner iAnywhere for PDA integration, allowing reps to access key customer information anytime

Results

• Salesforce CRM's easy-to-use Web user interface is convenient for GCX's diverse users
• The company's customers are better served through the use of Salesforce CRM alerts, which remind users of required activities
• Customized fields tailor sales information for accurate monitoring and reporting; dashboards improve visibility into key operational metrics by 100 percent
• Graphically presented commissions within Salesforce CRM encourages GCX's reps to use the tool
• Building on the success of Salesforce CRM Sales, the company plans to deploy Salesforce CRM for service and support to create a single repository of customer information