Metrologic Instruments Standardizes on Salesforce Globally

Published on June 26, 2007 in Computer Software, Technology


Deploying the full suite of Salesforce on-demand applications, Metrologic Instruments streamlines operations across sales, support and marketing departments

SAN FRANCISCO (June 26, 2007) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Metrologic Instruments, Inc., a leading provider of data capture and collection hardware and image processing software, has deployed Salesforce Marketing, Salesforce Service & Support, and Salesforce SFA globally. With the help of the Salesforce Platform and partner Bluewolf, Metrologic Instruments was able to completely customize their solution to meet their exact business needs.

Metrologic Instruments is one of the 32,300 companies of all sizes, industries and geographies that comprised the customer base as of April 30, 2007. Revenue and subscribers will be recognized as the service is delivered.

“We evaluated a number of CRM offerings in the market, and stood out in many ways,” said Taylor Smith, product marketing manager at Metrologic Instruments. “The complete on-demand model, rich feature set and easy customization capabilities made the preferred choice. Now we have a solution that gives us incredible insight into our business and enables us to constantly monitor and improve our customer-facing departments such as marketing, sales and service.”

Using Salesforce, Metrologic has redesigned contact forms on more than 10 of its global web sites to automatically capture leads and assign them worldwide through the Salesforce solution. Support for multiple languages enables all of Metrologic’s worldwide sales teams to track and share information through a single, central database. In addition, the management and executive teams benefit from real-time reporting and analytics that provide ongoing updates of the sales pipeline.

“One of the most significant benefits of going on-demand resulted from integrating Salesforce with our external web sites” said Smith. “Online lead generation, which automatically loads customer contact information into Salesforce, has saved us from spending countless hours entering data. This enables our sales team to track and manage incoming leads more efficiently. In addition, providing customers access to an online support center and knowledge base not only makes it easier for customers to request support, but also reduces the number of phone calls received by our customer-service team.”

Since deploying Salesforce Service & Support, Metrologic Instruments can now collaborate with their customers. First, Metrologic Instrument’s customer-service department uses Salesforce Service & Support to achieve a true 360-degree view of the customer to provide the best service possible on all types of issues. In addition, customers who prefer to search for solutions themselves can take advantage of the Salesforce Customer Portal, which enables customers to collaborate with other users and search the company’s knowledge base for solutions relating to product and shipping issues.

Finally, Metrologic used the Salesforce Platform to customize its Salesforce applications and add custom tabs that support functions such as:

Campaign Expense – provides line-item costs for associated marketing campaigns

Demo Unit – tracking of free evaluation products sent to potential and existing customers by account and serial number

NSR – submittal, tracking and management of non-standard requests for customer-specific product customization

Partner Coop Marketing Fund – management of direct marketing funds allocated to partners for advertising, tradeshows, direct mail and other marketing activities

Sales Performance – provides sales representatives up-to-date bookings and shipment information for quarter-to-date and year-to-date time periods, through routine imports from the company’s back-end order entry system

Metrologic also deployed a data-management application from the AppExchange directory in order to easily manipulate data importing, exporting, updating and removal of duplicate records. The application, DemandTools, is developed by CRMfusion one of the more than 600 applications available for through the AppExchange directory.

Source: salesforce

Leave a Reply