The Client:
Imagine a triangle. One point is a company that sells a product or service. The
second is a customer. The third point is the field service provider who fixes
whatever the company sells or delivers its service.
Dispatch, a Boston-based start-up, offers technology that sits at the center of that triangle, facilitating communication among the three points and making sure everyone knows what’s going on at any given time. Its customers range from warranty companies like Landmark Home Warranty to franchises like Merry Maids.
The Problem:
Dispatch’s application was not integrated with Salesforce, one of the giants in the world of customer relationship management. Without the integration, Dispatch was unable to pursue customers whose call centers use Salesforce. Although Dispatch is run by hotshot technologists, none of them had experience with Salesforce. Dispatch wanted to make sure the implementation complied with Salesforce best practices and didn’t want its customers to incur Salesforce licensing fees. It went looking for experts who know Salesforce inside out.
The Solution:
Dispatch hired Eustace Consulting to build an Appexchange Package that facilitated
an integration between the two platforms. Dispatch executives knew
exactly how they wanted the integration to work and had created a playbook for
Eustace to use as a guide. Using best practices, Eustace took Dispatch’s vision and
applied it to the Salesforce ecosystem, completing the engagement in three months.
“There are all sorts of decisions you have to make about how you approach things in
Salesforce and we looked to Eustace to weigh the pros and cons of each,” says Nahi
Simon, Dispatch’s VP of Integrations and Business Intelligence. Different Dispatch
customers have implemented Salesforce in different ways and the beauty of
Eustace’s integration is its flexibility, according to Simon. “We can tell a potential
customer that we don’t care how you’ve implemented Salesforce, we can offer you
the integration in your existing scenario. Eustace enabled us to use Salesforce as an
engine, not the front end.”
Simon said that Eustace staff were great collaborators and generous about teaching
his company the Salesforce ecosystem. “They were more than willing to educate us
about how to be self-sufficient in the long run, which will save us money on consulting fees.”
Dispatch is sensitive to its customers’ budgets and Eustace was careful to do the
integration in a way that helped Dispatch’s customers avoid or minimize Salesforce
licensing fees, added Simon.
The ROI:
Dispatch customers using Salesforce are some of the company’s largest. The revenue
from those clients has covered Eustace’s fees many, many times over, according to
Simon.
The Salesforce integration has also been a great sales tool and has helped close deals
with customers who aren’t even using Salesforce. “We use Salesforce in one of our
demos and it provides us with a great, easy-to-understand story to tell that people
can really relate to. It’s been a great investment for us and critical to closing sales,”
says Simon.
FEATURED CUSTOMER:
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