CUSTOMER RELATIONSHIP MANAGEMENT

CASE STUDY ON DOWJONES NEWSWIRES

PRESENTED BY ANKUSH AKKALWAR (C-02) AKHILESH KHAPARDE (C 42) SUSHANT NAWALE (C-50) TARUN VIRKHEDE (B-100)

PRESENTED TO PROF. S.LADDHA DATE:- 13/10/2011

INTRODUCTION
Industry - Communications & Media
Geographies - Worldwide Customer Service Manager - Diane Driscoll

DOW JONES NEWSWIRES

Built its business on the value of accessing information in real time Began distributing news electronically more than a century ago

It makes sense then that the company requires similar data availability from its customer support and customer relationship management (CRM) systems
Sales and support personnel needed centralized access to information on subscribers

BEFORE INTEGRATION WITH SALESFORCE APPLICATION Sales and Support Teams Need Access to Account Data The customer service group fields 50 to 60 calls a day from
its toll-free support lines, handling queries ranging from technical troubles to invoicing questions This support group also works closely with 100 salespeople and other support professionals within the Newswires organization realized that these two groups needed tools that would give them real-time access to any account information that could help them do their jobs better

CHALLENGE
Dow Jones wanted to integrate segments of its billing and accounts receivable system with the Sales force application

Introduction to Salesforce CRM

Sales Force - the Comprehensive CRM Solution Provider Salesforce.com is a software giant that

provides buyer - easy to use - extremely effective CRM solution Also offers the chance to customize and integrate CRM provides a wide range of services

Sales Force's CRM Suite includes

Customer Service and Support Marketing Automation Customer Analytics Force Automation Document Application Custom Applications

Benefits of Sales Force CRM

Integrating Components Flexible Usage Easy Integration Data Collaboration Mobile CRM Solutions Increase in Efficiency

AFTER INTEGRATION WITH SALESFORCE APPLICATION

Salespeople can view open AR balances Monthly sales summaries Overall account histories All within Salesforce and in real time.

AFTER INTEGRATION WITH SALESFORCE APPLICATION

Monthly sales summaries are automatically imported from the Dow Jones billing system
Open AR totals are extracted weekly from the

Dow Jones AR system Updated information allows a salesperson to prepare for a meeting easily Helps customer service professional to field an account question intelligently and on the spot

CONCLUSION
At Dow Jones, Salesforce Integration delivers more than Real-Time Information Today Dow Joness sales and customer support people view account and billing histories, open accounts receivable

totals, and see customer support information in one display in Sales force.
.

 This saves users time and enables them to be

more effective
Time Savings Increase Productivity.

THANK YOU