Weber Distribution has purchased Salesforce.com's on-demand sales lead process and customer relationship management software. On the sales lead side, it is expected that Weber's management will have complete visibility into the company's revenue pipeline and the sales team will have the ability to view all customer interactions. On the case management side, cases can be automatically routed to the account owner and there are triggers and workflow processes to alert management to open items.
According to Salesforce.com, the following are among the specific benefits to Weber's customers:
a) Faster response times for customer requests b) Customer-centric processes beyond sales and into all divisions of the company c) Complete ownership of issues and follow-through d) Proactive identification and response to client issues, and e) Case management, visibility and tracking of issues throughout all stages.
"Weber's broad array of service offerings requires a sophisticated, multi-disciplinary approach to addressing the needs of different stakeholders on our prospective clients' organizations," says Bob Lilja, Weber's senior vice president. "Salesforce gives us the opportunity to manage everything client-related, from costing to operations to information technology, which facilitates visibility and collaboration throughout our organization. Our senior management actively participates in the process, and our clients recognize the benefits of our 'One Weber' approach."
