July 29, 2014, 1:59 PM

DealerFire drives savings with a new B2B customer relationship tool

The design and marketing firm, which focuses on the automotive industry, deploys Desk.com from Salesforce.com.

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DealerFire, which sells web design and online marketing services to the automotive industry, says it has increased revenue since upgrading to an online customer relationship management system from Salesforce.com Inc.

DealerFire had handled client requests and communications “ad hoc via manual tracking,” it says. It recently deployed Salesfore.com’s Desk.com customer relationship management software to better streamline those tasks. The web-hosted software helps DealerFire keep track of client work order allocation and customer service. DealerFire, for instance, now has “one centralized system” to track projects, and the software enables clients to use a self-service portal to check the progress of work.

“In our highly competitive business, we can't afford for any customer communications to fall through the cracks," says Corey Maertz, DealerFire’s director of support. “Every team member now has the right tools to drive customer communications from start to finish, delivering engaged, hands-on customer service. With Desk.com, DealerFire has seen a definite ROI and can attribute business growth to our reputation for exceptional customer service."

Since deploying Desk.com more than six weeks ago, DealerFire says it has “achieved a 1,262% return on investment” on the customer relationship management technology. That estimate, according to Salesforce.com, comes from calculating “the initial and ongoing costs of software license subscription fees and personnel time over a 3-year period to quantify DealerFire's total investment in Desk.com. Indirect benefits quantified included the increase in productivity associated with reducing the time to manage a case and the increase in sales productivity because of more rapid access to project information. An additional indirect benefit, improved customer satisfaction, resulted in additional savings because of the incoming calls that were deflected because of self-service.”

Salesforce says pricing for Desk.com starts at $30 per month, per agent. Further details from the company and the vendor were not immediately available.

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