FFF Creates Real-Time Customer ... - Salesforce.com
FFF Creates Real-Time Customer ... - Salesforce.com
FFF Creates Real-Time Customer ... - Salesforce.com
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CUSTOMER SNAPSHOT<br />
<strong>FFF</strong> <strong>Creates</strong> <strong>Real</strong>-<strong>Time</strong><br />
<strong>Customer</strong> Communications<br />
with <strong>Salesforce</strong> Mobile<br />
<strong>Salesforce</strong> Mobile helps us touch customers in<br />
real time, in a much less labor-intensive way—<br />
no more lugging laptops into the field. Because we<br />
can capture each customer interaction instantly,<br />
our CRM solution is richer and more effective.<br />
— Jennifer Wobser<br />
Business Systems Analyst<br />
Industry<br />
Pharmaceuticals & Life Science<br />
Geographies<br />
United States<br />
AppExchange Mobile Benefits<br />
:: Customizable: <strong>FFF</strong> Enterprises<br />
uses custom objects to help field<br />
reps find orders by product and<br />
by region<br />
:: Central lifecycle management:<br />
Administrators can manage and<br />
update mobile devices over the air<br />
from a Web site<br />
:: Secure, reliable data transport:<br />
Critical for a health care <strong>com</strong>pany<br />
that’s subject to HIPAA privacy<br />
regulations<br />
:: Captures valuable data: Field reps<br />
enter customer “touch” information<br />
instantly, instead of waiting hours or<br />
days to return to the office<br />
<strong>FFF</strong> Enterprises, based in Temecula, California, was founded in 1988 and has since grown into<br />
a multidimensional health care <strong>com</strong>pany, delivering innovative solutions in biopharmaceutical<br />
distribution, health information management, and consumer health services. One of <strong>FFF</strong>’s<br />
corporate goals is what the <strong>com</strong>pany calls “Wow! <strong>Customer</strong> Care,” the dedication to which was a<br />
driving force in adopting wireless CRM.<br />
Challenges<br />
With a large sales force working across four different time zones, <strong>FFF</strong> Enterprises’ processes for<br />
staying in touch with customers were labor- and time-intensive. <strong>FFF</strong>’s three “touch point” groups<br />
for customers—field reps, sales development reps, and the customer care team—all needed to work<br />
collaboratively and stay in close contact about accounts.<br />
However, without wireless devices that could access <strong>Salesforce</strong>, the <strong>com</strong>pany’s mobile workers were<br />
at a disadvantage, information-wise. Several phone calls and emails might be required to find out<br />
the answer to a customer’s order question. In addition, field reps couldn’t update customer records<br />
on the fly—they often had to wait until they returned to an office hours or days later.<br />
Solution<br />
Equipped with BlackBerry 7750 devices with <strong>Salesforce</strong> Mobile, about 17 mobile field reps can<br />
now access <strong>Salesforce</strong> and retrieve answers to customer queries in real time. Routine calls from<br />
field reps to the customer care team have been greatly reduced, leaving more time for handling<br />
<strong>com</strong>plex customer inquiries.<br />
Results<br />
<strong>FFF</strong> Enterprises has created custom objects in <strong>Salesforce</strong> and mobile-enabled them using<br />
<strong>Salesforce</strong> Mobile so that field reps can quickly search <strong>Salesforce</strong> for specific products ordered<br />
within a region—a useful feature when there are limited allocations of supplies such as flu vaccines.<br />
<strong>FFF</strong> has also customized <strong>Salesforce</strong> Mobile by creating an auto-prompt that asks field reps if they<br />
would like to capture information about a customer they’re about to phone or email. Filling out the<br />
form takes just 20 seconds, versus the hours or days it took for a field rep to return to the office to<br />
access <strong>Salesforce</strong>.
For More Information<br />
Contact your account executive to<br />
learn how we can help you accelerate<br />
your CRM success.<br />
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06.00xx_CS_<strong>FFF</strong>_0907
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