Elevating CRM from an admin burden to an effective sales tool

Esri Australia is the nation’s leading Geographic Information System (GIS) specialist. Established in 1977, it has partnered with thousands of organisations to deliver some of the most significant GIS projects on Australian shores. Esri understands the value of data and with its CRM nearing end of life, it sought a more effective tool to improve visibility and management of its customer relationships and pipeline.

 

Stephen O’Shanassy, Executive Manager, Business Development for Esri Australia said the company considered a few options before selecting Salesforce.com’s Sales Cloud and partnering with Tquila ANZ on the implementation. “Tquila ANZ was recommended to us directly by Salesforce and our MD had previously worked with their director Ian Carpenter so it was an easy decision to engage them on the implementation,” he said.

 

Tquila ANZ came on board at the very start of the project and spent the first month scoping out the requirements for the solution. Esri Australia wanted to retain all of the functionality of its existing CRM which required customisation of the Salesforce solution. Tquila ANZ was also tasked with integrating an opportunity management solution powered by the TAS Group.

Stephen said, “We wanted to rollout the TAS solution in conjunction with Salesforce to evolve our sales processes and really get down into the level of stakeholder management. We essentially wanted to be able to guide our sales reps through the steps required to take an opportunity from the early stages through to close.”

Esri Australia was an early adopter of the software globally and no one else had achieved integration with Salesforce at that point. Tquila ANZ worked closely with the TAS Group make this happen.

 

A seamless implementation

Six months after engaging Tquila ANZ, the solution was ready to go live. Stephen said, “We had some challenges along the way but each time Ian and his team stepped up to resolve them and by the time we went live, there were no issues remaining. Everything just worked.”

Stephen remarked that the implementation itself was seen as a huge success internally as there was literally no disruption to the business.

“As an IT company ourselves we know how challenging it can be to go live without any bugs or issues with data integrity. We had none of those typical issues when we went live with Salesforce and nothing has been broken since. It’s a great testament to Tquila ANZ’s expertise and their effort to get it right first time.”

 

A satisfied sales team

The combined Salesforce and TAS software solution developed by Tquila ANZ has empowered the sales team with the information and processes they need to succeed. “The old CRM was viewed as an admin burden so our sales team was pleased to have a tool to really help them sell. They can now easily find the information they need and record actions and tasks to better manage their focus.”

The solution has also given managers more visibility into opportunities so that they can offer coaching and guidance to move things forward. With enhanced reporting, they can also see patterns in terms of behaviour and success – helping them refine sales strategies and improve forecasting.

Stephen said that the solution was really about enabling the sales team to have the right conversations and effectively manage the client buying cycle. Additional benefits have included more seamless scheduling of professional services and training thanks to custom objects and workflows developed by Tquila ANZ.  

He said Esri Australia was exploring how it could improve reporting with the solution and considering integration with SAP.

“We had a positive experience working with Tquila ANZ and the solution has delivered incredible value to our business. Also, productivity continues to evolve as the sales team becomes more aware of just what Salesforce can do.”

 

Results

  • With the support of Tquila ANZ, the implementation was seamless with no disruption to the business
  • The integration of Sales Cloud and the opportunity management software has enabled an entirely new approach to sales. Staff have the information they want at their fingertips and are guided by custom workflows that ensure they are hitting the milestones they need to close deals

  • Management have better visibility of opportunities and can step in to provide advice or coaching

  • Reporting also gives managers the ability to see patterns in terms of behaviour and success – helping them refine sales strategies and improve forecasting

 
Esri's Gary Johnson
We had none of those typical issues when we went live with Salesforce and nothing has been broken since. It’s a great testament to Tquila ANZ’s expertise and their effort to get it right first time.
— Stephen O’Shanassy, Executive Manager, Business Development for Esri Australia
 

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