Multi-Cloud project with mutiple Salesforce solutions
11880 Internet Services AG
SALESFORCE MULTI-CLOUD -
SPEED AND FLEXIBILITY IN EVERYDAY WORK
Industry: Internet services
Technology: Sales Cloud, Service Cloud, CPQ, Pardot, JustOn Billing
Challenges: A modern CRM for multi-level end-to-end processes
With the industry portal 11880.com and numerous specialist portals for various industries, 11880 Internet Services AG offers small and medium-sized companies a comprehensive range of online marketing solutions, including websites, industry listings and search engine advertising. In addition, 11880 Internet Services AG enables companies to effectively manage their online ratings with the rating portal werkenntdenBESTEN.de.
The major challenge for 11880 Internet Services AG was to replace a highly customized CRM system that had grown over the years. The support for the system was discontinued by the manufacturer Siebel, which meant that the further development and future security of the system was no longer given.
A replacement needed to take many multi-level end-to-end processes into account, which spanned various departments: tele-sales, internal sales, production, invoicing, customer service, existing customer marketing.
Particularly for tele-sales, specific requirements had to be considered, such as legal requirements regarding the logging of telephone contract conclusions as well as the management of highly individual contract models.
Solution: Salesforce Cloud for automation & work efficiency
After an extensive evaluation process, the decision was made in favor of a combination of individual Salesforce Cloud solutions with the inclusion of the billing specialist JustOn, that was integrated into various process flows.
The process flows could be automated to a greater extent with the new solution. Existing process breaks in the legacy system were eliminated with a tight integration of the new standard solution.
In a three-month pilot implementation, crucial work processes were implemented end-to-end, as an example. Subsequently, the pilot process was extended in an agile way to meet all core requirements.
A 22 % increase in work efficiency was observed in the marketing, sales and service departments in the first month alone. Additionally, revenue per employee increased by 12 %.
