BGS uses salesforce.com to keep track of accounts

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Bowne Global Solutions (BGS), a provider of translation, interpretation and technical writing services, is using an online customer relationship management (CRM) service from salesforce.com to improve service to its clients.

BGS, whose clients include GE, Microsoft, the NHS and the Irish Department of Justice, Equality and Law Reform, supports three different sales groups focused on localisation, interpretation, and technical writing services. These clients operate out of multiple sites across 24 countries including Ireland and Bowne Global Solutions maintains local, in-country relationships at each of these locations. As a result of this distributed support model, BGS required a single global platform that could be accessed by reps worldwide and provide customer support at the local and global account levels.

Customised reports and dashboards within salesforce.com provide immediate visibility into the worldwide pipeline and overall business health for BGS’ sales executives. Custom views track financial data including booked revenue and allow the company to track wins by region, country and individual sales rep. Views also track three different kinds of losses for better insight into win rates across its competitors. BGS’ research and development team is also using the salesforce web services API to extend salesforce.com with an internal project tracking database.

‘Salesforce.com helps us better serve our customers,’ said Kevin Sher, vice president, sales, Bowne Global Solutions. ‘At the individual level, our salesforce.com users have full account visibility and can leverage the best practices of other sales reps. This can help with cross-selling and increase an individual’s total sale across various client divisions. The benefits obviously extend to a global level with master sales agreements and more.’

Bowne Global Solutions’ European operations centre is based in Dublin and the company currently employs 235 people in Ireland. Michael O’Brien, the firm’s European marketing manager told ComputerScope that the firm first began using salesforce.com when it acquired Berlitz GlobalNet, a salesforce.com customer since May 2000. ‘Historically Berlitz GlobalNet were using salesforce.com and when we took over the company we found it to be good and so continued to use it. We did look at other options but found that it worked best for us. Its functionality is very amenable and we’ve found it to be a very important tool for our business.’

21/03/05

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