Case Study: Quintessentially

Quintessentially is a private members' club with a 24-hour global concierge service, and part of the world's leading luxury lifestyle group.

With offices in almost every major destination and thousands of suppliers worldwide, the Board identified the need to switch from their old Siebel CRM.

Whilst excited by the functionality of salesforce.com, an absolutely seamless migration was critical to a successful implementation of salesforce.com.

Business Challenges

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1. 24/7/365 worldwide customer support operation users in 45 countries
2. Siebel implementation no longer met business needs
3. Time consuming and costly to deploy old CRM system to new countries as the organisation grew
4. Business requirement to maximise revenue through cross sell and upsell opportunities
5. Imperative that no degradation in customer service level or quality at system migration
6. Need to service clients in their local language

Solutions

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1. Simultaneous global go live across 450 users around the world
2. Full deployment in under 4 months
3. 7 million customer records migrated to salesforce.com
4. Intelligent cross selling and fulfilment to drive additional sales
5. Re-designed business processes to radically improve the customer experience
6. Visualforce pages to use built tailor salesforce interface to Q users
7. Full use of salesforce.com multi- language capability
8. Designed and delivered face- to-face training sessions and pre-recorded and online training modules to all employees

Results

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1. Top notch customer service quality with native language support
2. Optimised revenue per customer request with cross sell and upsell functionality across the Group products
3. More effective operational management through improved MI visibility
4. Greater business flexibility and speed to support further business and territory expansion
5. Increased customer satisfaction, efficiency and performance and increased one-stop handling
6. Overnight positive feedback from Quintessentially agents on the salesforce.com application

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