cdc pivotal crm at careerbuilder growing the business 10x

CDC Pivotal CRM at careerbuilder.com

Growing the Business 10x

• Started on Pivotal R99 with around 150 users• Several major migrations through all

platforms• Currently ~1300 Pivotal users, about 70%

Sales Reps / 30% Customer Service• HQ & Sales Center in Chicago; Customer

Service & Tech Center in Atlanta; ~25 Remote Sales Offices

Making the Most of CRM• Find islands of support and grow them

• Customer Support to Sales Force Automation

• Integrate Front/Back Office & Data Vendors• SSIS Connector, Web Services, Web Tabs & Links

• Drive Usage Through Key Notifications• Renewal Opportunities, Low Product Usage

• Tempt Sales Management• ‘With Great Reporting Comes Great Responsibility’

• Little UI Enhancements are a Big Deal

Find and Grow Islands

Find and Grow Islands• Find internal Leaders & Teams that embrace CRM• Observe their best practices & pain points• Learn what works & what else they need• Pay attention to the little things • Share ideas, promote wins & improvements• Connect the dots between departments & teams

Integrate Front & Back Office

Integrate Front & Back Office

• Pivotal SSIS Adapter allows simple data flows• Prospect Data Sourced/Verified thru D&B• Marketing Lists Pushed to ExactTarget• eCommerce / Shopping Cart Info = Hot Leads• Opportunities Become Site Orders via W.S.• Site Usage Stats Delivered to CRM Nightly• Competitor Info from WantedTech• Ongoing Data Cleansing & Improving

Drive Usage Through Key Notifications

Drive Usage Through Key Notifications

• Notify Customer Support via Activities• When new customers need training• When products need setup/fulfilled• When Customers are not logging in frequently

• Notify Sales Reps via Activities & Emails• When products are expiring• When shopping carts drop off

• Notify Collections via Activities• When invoices start to age

Notifications Displayed as Activities

Tempt Sales Management

Tempt Sales Management

• Sales Managers Crave Reporting• Opportunity Pipelines, Activity Stats, Dialing Data

• Working closely with BI Team for Reporting• Make sure CRM Data is Reportable• Correlations Become Obvious

• Quality data entered into CRM results in quality reports• Insufficient CRM usage quickly become clear

Little UI Enhancements are a Big Deal

Key UI Enhancements

1. Edit Records In Grid2. Activity Preview 3. Click-To-Dial (Button and Right-Click)4. Contact Importer5. Company Profile6. iPhone/Android Access

Click-To-Dial Phone Integration

• Inside Sales Reps required to make 125 dials per day

• Saving a few seconds per dial is a big deal in any call center environment

• Simple WebService integration with Avaya

Contact Importer

• Allow Sales Reps to format an Excel file of Contacts and upload them to a Pivotal Company

Company Profile

• Tight integration using Web Tabs to display external ASPX UI within Pivotal

• Data on Corporate Hierarchies provided through Dunn & Bradstreet integration

iPhone / Android Pivotal Access

• Need to support iPhone & Android; still have some BlackBerry & Windows Mobile users

• Worked closely with CDC Partner of the Year 2011 CRMCulture to implement thin mobile web client application which works well on all four major mobile platforms

• Simple mobile web browser platform offers key functionality

iPhone / Android Pivotal Access

• Uses Pivotal/Active Directory Login

• Expose any table via simple Pivotal security

iPhone / Android Pivotal AccessCompanies Nearby

• Uses iPhone Location Services• Pivotal query by Lat/Long• Great for Sales Reps on the road

iPhone / Android Pivotal Access

iPhone Demo available at: http://www.crmculture.com/iPhone

steve.roch@crmculture.com

The Bottom Line

• Investments in data vendors & back office systems really pay off when the data is easily accessible to sales

• Data Maintenance is an ongoing, never-ending process• Provide compelling content/features to entice sales

management.• Listening to Sales Reps in the field is crucial to finding

their pain points• Sometimes the little things in the UI make all the

difference for a sales rep = better usage.

Questions?Mark Williams

mark.williams@careerbuilder.com