Ensuring successful CRM implementation and ongoing success means keeping data within the system clean. When Ebsta first started out, we built tools for Users to update Salesforce with ease. 18 months and 35,000 users later we simply had to face the truth – users don’t have the time or inclination to keep Salesforce fully up to date – regardless of the toolset you put in front them. Ebsta today is a different beast. Our tool mines user mailboxes to ensure you have 100% visibility of business contacts, business emails and accurate business data, regardless of user behaviour or the device used to send and receive emails.
According to Forrester Research, a refusal to adopt CRM, is a massive problem for businesses. The firm estimates that up to 70 percent of CRM implementations fail for this reason alone. Now imagine every Account, Contact, Lead and Opportunity in Salesforce not only has every email and business contact held against it automatically but also contains links to the Social Profiles, shows missing telephone and cell numbers for contacts and shows Opportunities and Customer accounts that are at risk.
Our research found that currently over 90% of business emails are still not recorded in Salesforce, over 80% of business contacts are still locked away in users’ mailboxes, and over 70% of the contact records that have made it into Salesforce are either incomplete or out of date.
We set out to change this with the Ebsta managed package. We wanted to deliver a tool that worked with every mail client (Gmail, Exchange, O365, Lotus, Apple mail, etc), and allowed users to send and receive emails on any device without worrying about adding emails to Salesforce or manually creating or updating contact records.
The good news is companies already have all the information they need to maintain their CRM in their business, it’s just in the wrong place. If we could extract the valuable knowledge in users’ mailboxes and use it to maintain the CRM over time, we could take the manual element out of the process once and for all.
With no better place to find rich and accurate prospect and customer data, any battle with user adoption will evaporate.
By eliminating manual contact management and activity logging, your Managers can start focusing on the things that matter. Whether that’s monitoring Accounts and Opportunities at risk via Salesforce Dashboards or making faster decisions because they are no longer waiting on a deal status update, Ebsta ensures data quality and data access is never the limiting factor for success.
Salesforce licences do not normally reflect the number of employees in an organisation, especially when you consider those that have left your business. Ebsta works on a per mailbox model which means you can connect multiple mailboxes to your Salesforce Org.
If for instance your Sales Team is on Salesforce but your Customer Service team isn’t, it’s entirely possible to display all Customer Service email correspondence and business contacts to your Sales Team inside Salesforce, without purchasing additional Salesforce licences for the Customer Service team. It works the same with people that have left your business providing their business email account is still live.
Ebsta benefits the whole company and in speaking to clients this is what we have found.
If you want to ensure a successful CRM implementation and keep accurate data in Salesforce please get in touch now.