Carlson streamlines global business operations with Salesforce
Carlson has improved its operations and significantly increased productivity of staff in 40 countries with Salesforce Software-as-a-Service (SaaS) CRM and Force.com Platform-as-a-Service (PaaS). (1/7/2008)
According to Salesforce.com, Carlson deployed Salesforce across five of its operating groups, including Carlson Hotels Worldwide, Carlson Wagonlit Travel, Carlson Marketing Worldwide, Carlson Leisure Group and Regent Luxury Group.
The company also leveraged the Force.com platform and AppExchange to develop a customised solution that met its unique business requirements and served the needs of Carlson´s Salesforce users around the globe.
"We had built a global enterprise, but did not have the tools necessary to utilise all of our valuable business account information and make it available to staff dispersed across 40 countries," said Anthony Forbes-Roberts, enterprise CRM manager at Carlson.
"We explored a number of vendors in the market, but salesforce.com and the Force.com platform stood out for its product breadth and rich functionality."
Specifically, Carlson deployed Newmarket Commex, an event and meeting management application from Newmarket International, and CRMSurveyor, a customer survey tool from Vovici Corporation, among others.
The Force.com platform also enabled seamless integration with Carlson´s enterprise applications, both homegrown solutions and those from other vendors, so the company has access to all critical business information from within Salesforce. Carlson also uses Force.com Mobile to extend this information access directly to its field staff, so they are fully prepared to maximize every customer contact, even while on the road.
"Since deploying Salesforce, we´re saving money by not having to maintain legacy systems; we´ve increased staff productivity; and we have greater insight into our daily operations and long-term outlook," added Forbes-Roberts.