Qwest Case Study Overview
Country: USA
Industry: Telecommunications
Customer Profile:
Qwest Communications International, Inc. (Qwest) provides telecommunications services to residential and business customers in 14 states in the West and Midwest. Those services include home phone plans, Verizon Wireless, DIRECTV, fiber-optic fast Internet, and a full suite of network, data, and voice services for businesses. Qwest’s fiber-optic network spans more than 173,000 route miles globally.
Business Situation:
The Mass Markets Sales Support division of Qwest used Salesforce.com to manage its sales relationships with prospects, leads, and customers. Qwest management observed that user adoption was poor, leading to users becoming frustrated with the system and not being able to effectively utilize nor maintain the database. The ongoing subscription cost was also high. Sales personnel wanted to spend less time manually generating and uploading sales reports to an ftp server.
Solution:
xRM deployed hosted Microsoft Dynamics CRM, replacing Salesforce.com. xRM also provided customizations allowing users to easily schedule the automatic generation of sales reports.
Benefits:
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Savings of more than 30% on subscription rates for the same number of users
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Automatic sales-report scheduling, generation, and uploading to ftp server
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Increased user adoption rates, and effective leveraging of the database
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Qwest now has a responsive Microsoft Partner in xRM, attending to their needs quickly and proactively maintaining their solution.
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Customization capabilities allow xRM to tailor Qwest’s CRM Online solution to their needs.
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Outlook integration allows users to access CRM records from their e-mail client.
"[xRM is] Absolutely a great Microsoft Dynamics CRM partner to work with. They are efficient across all fronts and continually accommodate our needs. Overall would rate them 5 out of 5."—Steve Larson, Mass Markets Sales Support – Reporting & Analysis