CRM Case Study Ppt

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