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Client: General Office Products Domain: http://www.gopco.com/ Industry: Retail Reside Services Utilized: CRM Implementation and Consulting |
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Situation: Founded in 1963, General Office Products (GOP) has evolved into one of the largest contract furniture dealers in the Twin Cities area. The GOP staff was using multiple databases across the organization among many different departments. Two different database systems tracked leads and orders, but there was no means to track proposals. They looked to Reside for help in selecting and implementing a Contact Relationship Management (CRM) tool that would utilize web technologies to share all of their vital information across the organization. Solution: Reside began the CRM consultation process by gathering information about the organization. The meetings found that the sales team needed a CRM tool that was easy to learn and use, yet was powerful enough to support rigorous reporting and data management needs. The marketing team wanted a CRM service that gave access to marketing tools to everyone in the organization, and improved their technology to measure marketing campaign results. Management wanted the CRM tool to aide in creating opportunity forecasts and pipelines. The development team at Reside went to work to meet General Office Product's CRM needs. As a certified salesforce.com partner, Reside was able to customize salesforce.com to assist the sales team through the entire sales process. The previous database systems that tracked leads and orders were integrated with the new salesforce.com system that combines the information while offering the ability to track opportunities and proposals through a full life cycle. The web-based login also allows marketing materials to be accessible from anywhere they are needed. Special tabs and dashboard tools allow the management team to view essential reports, and measure the progress of business objectives. Result: "Reside partnered with us to develop a long term solution. They listened, they asked questions and then assisted us in arriving at a solution. They did not advocate anything until they understood our needs. The team was extremely helpful in our data clean up, record merging and establishing CRM protocol for our organization. Once we made the commitment to Salesforce.com, Reside was with us every step of the way to obtain employee acceptance of the new tool and most importantly, how to use it in a real live situation. We now use this tool and our "Best Practices" for prospecting, qualifying, closing, forecasting and measuring our success or opportunities for improvement." "We consider Reside to be a business partner and look forward to
continuing our relationship. In summary, Reside exceeded our
expectations!" |