Australian-based student recruitment firm, IDP Education, has completed a CRM rollout across more than 70 offices in 28 countries in just six months.
Prior to the deployment, IDP's 70 offices used disparate systems to store customer information. IDP helps students worldwide find study places within Australian universities, schools and colleges.
Disparate systems made the process of information sharing between countries extremely complex at a time when the company continued to grow and new offices were being established in Australia.
IDP product development manager, Julian Longbottom, said when a student was signed up in one office and then sent abroad to take up their study place, the new handling office needed the customer's full background.
"Gathering this information from an office thousands of miles away, often in a different time zone, was a time consuming process," he said.
"And as IDP continued to grow this was time that could be better spent dedicated to new customers."
The company was also seeking to optimise its business operations and maximise commerical opportunities within its rapidly expanding customer base.
Deploying Salesforce.com's CRM applications allowed IDP to centralise its student data and refine sales processes.
Moreover, to improve visibility into its customer base and international sales cycles, IDP is creating a new service portal for students.
Longbottom said the nature of the business is global.
"Therefore, we needed a solution which made our customers visible across our network of offices, regardless of location; we reviewed five diffferent CRM packages before making our selection," he said.
As of April 30, 2007, there were 32,300 companies of all sizes, industries and geographies that comprised the Salesforce.com customer base.
Since establishing the 'software as a service' model in Australia in June 2003, Salesforce.com has picked up more than 1000 subscribers.
Frost & Sullivan predicts the Australian SaaS market will experience a 40 percent compound annual growth rate (CAGR) through 2009.