Regular Updates and Innovative Customer Success Program Help One of the World’s Largest Private Mortgage Insurers Derive Increasing Value From On Demand CRM Year After Year.
Salesforce.com today announced that The PMI Group has been using salesforce.com to successfully manage its customer relationships since November 2001.
PMI initially selected salesforce.com over CRM software from PeopleSoft or Siebel Systems on the basis of ease of integration, implementation and low total cost of ownership. Approximately two hundred employees across multiple divisions now access salesforce.com online and offline to share customer information, increase productivity and build stronger customer relationships.
PMI is one of the 11,100 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of July 31, 2004.
“With salesforce.com, we have amassed an amazing amount of information about our customers, all stored in one place and available at our fingertips,” said John Parsley, senior vice president, sales, The PMI Group, Inc. “This has enabled us to strengthen each relationship, provide more value-added services to our customers and improve the probability of future business coming our way.”
Prior to salesforce.com, PMI employees communicated primarily using voice mail and spreadsheets. Although PMI had perfected this system of communication, it soon realized that it could improve efficiency and visibility by deploying full-featured, integrated CRM. With Y2K and other resource issues, PMI wanted to find a system that was easily integrated and implemented with limited resources.
Selecting salesforce.com over Siebel and PeopleSoft, PMI was able to rapidly standardize sales automation, reporting and account management on salesforce.com. As salesforce.com regularly updates its service, PMI has been able to take full advantage of new features such as mass email, workflow automation, web to case functionality and the reporting dashboards, deriving further benefit from CRM.
In addition, through its unique Customer Success Program, salesforce.com works closely with PMI to deliver a wide range of resources geared towards helping the company achieve the best CRM results. PMI has access to free retraining and support. Salesforce.com completes regular account reviews to access PMI’s progression up its individual CRM success “ladder,” and works closely with PMI to make sure they have access to relevant best practices and white papers to meet their long-terms goals for CRM.
“Over the past three years, salesforce.com has delivered more and more value to our organization,” Parsley continued. “They’ve been completely committed to our success and I’ve recommended them to quite a few of my colleagues in the mortgage and insurance industries.”
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