Small Business, Big Footprint: How New Ventures Can Win w/ Salesforce.com
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Small Business, Big Footprint Ross Bauer, VP Product Development Plum Benefits. Jim Martin, Senior Director of Sales Operations Cyveillance Inc. Track 1: Becoming Customer Centric
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21-Sep-2014 -
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Transcript of Small Business, Big Footprint: How New Ventures Can Win w/ Salesforce.com
Small Business, Big Footprint
Ross Bauer, VP Product DevelopmentPlum Benefits.Jim Martin, Senior Director of Sales Operations Cyveillance Inc.
Track 1: Becoming Customer Centric
• INDUSTRY: Media & Entertainment• EMPLOYEES: 40• GEOGRAPHY: US• # USERS: 40• PRODUCT(S) USED: SFA, Service & Support, API, 3 downloaded AppExchange
applications
Plum Benefits is a leading provider of employee perks program. They negotiate and aggregate discounts to entertainment events (such as theater, sporting events, concerts, etc) and make them available to corporate employees via company-sponsored extranets.
We currently provide service to approximately 25,000 corporations in the US.
Your slide title
• SFA, SSS, Marketing Automation, Extensive use of API• Initial Rollout, 60 days• 3 dedicated reps fielding inbound phone, email and web
cases. 15 reps dedicated to outbound/proactive service• Heavy integration with our web site• Migrated 5-years of activity history from our previous CRM
system, Goldmine.
Jim Martin
Senior Director of Sales Operations
COMPANY NAME/LOGO
Ross Bauer
VP, Product Development
Bryan Yeung
Associate Sales Engineer
Salesforce.com
Moderated By:
Our Customer Panel
Ross and his team have leveraged salesforce.com to automate and refine many areas of Plum Benefits’ business. In addition to utilizing out-of-the box applications like sales force and marketing automation, Plum Benefits have built and integrated several custom applications that enable them to a) improve quality of service and b) increase sales without increasing the need for human capital
Ross BauerVP/Product Development
Hall of Fame
Quick Facts• Developed a custom web-to-contact application
to manage over 20,000 active B2B relationships.
• Integrated a custom web site content and image management system with salesforce
• Created an internal help desk ticketing system using custom objects and workflows
Meet Him At:XXX
Plum Benefits Implementation Overview
Salesforce
Web Site
Eloqua
Finance & Accounting
Call Center
Content Mgmt
Tracking
Movement of content from salesforce to the web
Contact syncing
Automating Repetitive Activities
• We use the web-to-lead and web-to-case functionality that comes with Salesforce.com
• We also developed our own web-to-contact functionality using the salesforce API:o All contacts that register on our web site are employees of
corporations that already subscribe to our serviceo We use email address domains (attached to the account level)
to validate new employee sign-ups on our web siteo The application is also used to de-dupe and to write (and in
some cases move) contacts into the correct salesforce accounts
Create User Profile
Organize and Empower Sales and Service Reps
• Content Managemento Empower account managers to sell more product by giving them direct
control/access to their clients’ offers as they appear on our web site
• Email Domain Managemento Control corporations’ access to our web site using email address domains o Store as custom object associated to account o Any new employee registering on our web site must have an email
address that matches a domain stored in saleforce.com
• Offer real-time customer support to Web Customerso Empower service reps to solve typical web account problems in real-time
by integrating salesforce with our web site user database (i.e. password resets, problems registering)
Content Management
Salesforce Web Site
Validating Email Domain
Providing Real-Time Web Site Service
