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Salesforce's CRM Picked for Synergex Corp.

By David Sims, TMCnet Contributing Editor

Saaspoint, whose officials describe the firm as a “100 percent dedicated Salesforce.com (News - Alert) consultancy and integrator,” has implemented Salesforce.com’s Customer Relationship Management (CRM) for California-based Synergex International Corporation.

 

Synergex specializes in providing products and professional services which let companies develop and use applications. They wanted a CRM product that “enabled transparency throughout the organization.”

 

“We require business intelligence that enables marketing, Salesforce Automation (SFA) and support to share information easily,” said William Mooney, VP and general manager of Synergy (News - Alert)/DE, adding that “this reduces our dependence on IT.”

 

In August TMC’s Anshu Shrivastava reported that New Jersey Transit implemented Saaspoint mobile field scheduler to manage and deploy technical support teams.

 

NJ Transit provides nearly 865,000 weekday trips on 240 bus routes, three light rail lines and 11 commuter rail lines, and its officials say it’s the third largest transit system in the country with 164 rail stations, 60 light rail stations and more than 18,000 bus stops linking major points in New Jersey, New York and Philadelphia.

 

NJ Transit actually implemented an on-demand customer relationship management (CRM) product from Salesforce.com in 2005, to track customer feedback in an automated manner, but soon realized that applying the automation process to managing investigators in the field “presented a major challenge,” according to Tim Wierzbicki, NJ manager of customer service performance analysis and support at NJ Transit.

 

“Installing Saaspoint MFS combined with other process changes has cut the request time for investigation from an average of 26 days to six,” said Wierzbicki. “We have in effect automated what was previously a laborious and time consuming process.”

 

Synergex recently replaced their existing CRM product, and “needed to maintain the integration between their three business divisions,” said Cary Fulbright, president of Saaspoint.

 

Synergex wanted the new system to duplicate the integration built into the previous CRM product. Saaspoint was able to implement several custom built application programs and to integrate Salesforce.com with Synergex’s existing accounting system and their online customer resource center.

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jessica Kostek