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workMETHODS strives to provide innovative IT solutions tailored specifically to your needs for most of your business challenges.
Our client, a leading collaboration services company, employed a sales organization of 250+ professionals. The team relied on Salesforce.com to manage customer accounts, opportunities and day-to-day sales activity.
The company was paying approximately $250,000 each year for the platform. With adoption falling below expectations, management needed a more flexible CRM that could better support its sales processes, reporting needs and operating budget.
The organization was spending $250,000 annually on a CRM platform that users were not fully adopting.
Additional Salesforce customization would have increased an already significant application cost.
The existing platform did not provide all the functionality required by the client's sales processes.
Limited access to hosted CRM data made custom reporting and detailed analysis difficult.
Inaccurate reporting reduced executive visibility into sales activity, adoption and overall performance.
Management could not see the return on investment it expected from the existing CRM platform.
Our professionals evaluated the client's operational challenges, reporting requirements and available CRM technologies. Based on this assessment, we recommended an open-source Customer Relationship Management platform that could be customized around the client's sales, marketing and support processes. workMETHODS then customized and branded SugarCRM to create a CRM environment aligned with the organization's workflows, identity and user requirements.
We migrated the client's data from Salesforce.com through its API and moved the information into a platform the organization could control more directly. New modules were added to reflect the sales process and manage sales collateral within the CRM. Sales representatives could manage contacts, accounts, opportunities, forecasts, quotes and contracts through one connected environment. Marketing automation was also included without a separate licensing charge, allowing the client to create campaigns, manage email marketing and capture leads directly in the CRM.
With CRM data available in the hosted environment, the company could create custom reports and export information to Excel. This improved management access to sales information and supported more accurate and complete reporting. The platform also centralized customer support requests across multiple channels, helping teams manage inbound communication, diagnose issues, share knowledge and resolve customer concerns.
workMETHODS hosted and managed the solution for three years until the client's internal IT department was ready to take over support. The migration reduced recurring CRM costs while expanding the functionality available to sales, marketing and support teams. The client gained greater flexibility, stronger reporting and more direct control over its customer information.
Compare licensing, reporting limits, unused features, and the value lost through poor adoption.
Explore the complete case study for more context, details, and a closer look at the project.
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