Challenge

• Websense Inc., a global leader in integrated Web, data, and email security solutions that provide information protection for more than 44 million employees at organizations worldwide, needed a better way to manage customer information
• In the wake of several acquisitions that doubled the number of employees, Websense wanted to standardize on one customer relationship management system (CRM) across the company
• Websense required a flexible, cost-effective solution it could easily deploy
• Channel management support was also important

Solution

• SurfControl, one of the acquired companies, was using Salesforce CRM; after a systems reassessment, Websense decided to implement the cloud computing solution across the combined company
• The initial deployment took just 3 months; additional functionality for customer service was added 2 months later
• Today, Unlimited Editions of the Sales Cloud and Service Cloud are used by 1,600 employees worldwide in sales, marketing, support, and management; 11 languages and six currencies are supported
• The Sales Cloud maintains data on hundreds of thousands of accounts, contacts, and opportunities
• Websense uses the Sales Cloud to coordinate thousands of tasks and activities to keep deals moving toward close
• 250 technical support reps around the world use the Service Cloud to respond to questions via the Web, email, and phone
• Rolling out the Service Cloud’s knowledge base lets reps get the right solutions to the right people at the right time
• Using the partner portal streamlines relationships with thousands of partners; the deal registration template lets partners register deals to manage pipeline and communications
• Websense manages and measures thousands of campaigns from within Salesforce CRM; Web-to-lead functionality automatically captures leads and ensures the appropriate follow up
• Hundreds of dashboards and custom forecasts provide Websense with fast access to key business metrics; custom applications and tabs organize quoting, pricing, and renewals information specific to the business
• Websense installed ExactTarget, Crystal Reports, and Clicktools from the AppExchange for email marketing, advanced analytics, and customer surveys
• Force.com’s connector for Microsoft Outlook keeps a record of customer communications
• The company plans to move additional functions currently handled with .NET toForce.com; it also plans to deploy Salesforce CRM’s content library and ideas community
• Websense plans to move all sales enablement and productivity training, compensation, and sales materials to the Salesforce content library for easy access and sharing
• Deploying Chatter is expected to reduce email and increase collaboration within sales as well as provide sales management with accurate, real-time insight into all business processes and sales cycles
• Chatter will let Websense communicate more directly and effectively throughout the organization

Results

• Rapid deployment let Websense quickly gain value from Salesforce CRM
• Fast access to key business metrics made it easier to consolidate the company following the SurfControl acquisition
• Minimized the need for future investment in servers and eliminated maintenance fees by moving systems to the cloud
• Enjoyed better visibility into the sales process and pipeline
• Increased visibility across the combined company drives better business oversight and decision making
• Customer service cases are closed more quickly and customers receive better answers with the Service Cloud knowledge base feature