EBSCO Publishing Builds International Business on NetSuite CRM+

Results:

• Automated and guided sales processes saving thousands of managerial man-hours per year
• Lead quality and opportunity pipeline information improving both quantity and quality of sales calls
• Full visibility into all prospect and customer activity enhances results for high-value and special-needs clientele
• Powered expansion into corporate, medical and government markets as well as international growth worldwide
• Enhanced visibility into opportunity win/loss reasons improves insight into customer needs and pain points
• Gained greater understanding of sales representative skills and strengths, enhancing individual and team performance

Challenges:

• Proprietary applications limiting ability to grow into new markets
• Disparate data sources made analysis of sales and marketing activities cumbersome and inaccurate
• Previous CRM system did not provide detailed customer information down to market segment and geographic factors
• Team selling opportunities limited by lack of consistent data and collaboration tools
• Lacked a formal process for collaboration between sales, service and marketing teams to solve customer and prospect issues

Solution:

• Hundreds of users now on NetSuite CRM+ for a 360-degree view of EBSCO Publishing customers
• Uniform NetSuite CRM+ database provides single source of information for all sales activities
• Structured customer information, sales activity and opportunity tracking enables consistent and efficient sales organization
• NetSuite case management ensures sales, marketing and service personnel can quickly and easily collaborate on opportunities and issues
• Standardized sales processes across all worldwide offices enables EBSCO Publishing to act as an integrated global enterprise
• Role-based dashboards enable coordinated team selling