65% of CRM projects fail.
Here’s why Wenger Corporation’s didn’t.
Wenger is a thriving, growing company with a global clientele and around 500 employees. Its seven sales teams target diverse business channels, cover a broad range of geographic markets, operate in varying sales cycles, and employ multiple selling strategies.
Despite its prominence in the industry, Wenger’s sales teams relied on multiple out-of-date systems and manual spreadsheets to track sales information. This inhibited the company’s ability to consistently report and integrate its sales activities.
To propel the company’s growth, Wenger recognized that its sales teams needed tools to stay connected to prospects and access real-time information about their customers, partners, and competitors. At the same time, the company wanted to leverage their internal systems and infrastructure with a platform that allowed them to deliver ongoing innovations and solutions to their sales teams.
Wenger chose to implement a customer relationship management (CRM) system to achieve its goals and identified the Salesforce CRM program as the right platform.
Simply installing the software, however, would not satisfy the company’s needs for a highly customized program. Wenger needed a strong facilitator to design a system specific to the sales operation, plus build a platform that allowed for future growth.
Salesforce recommended Doextra™ CRM Solutions for the job.
In Summer 2014, Scott Blahosky, Wenger’s Director of IT, met with Doextra President Brad Williams to discuss the project. Immediately, Blahosky was impressed with Doextra’s genuine interest and practical approach for the Wenger project.
“Before we even got going on the project, Brad demonstrated Doextra’s commitment,” says Blahosky. “He flew in resources and gave our teams a ‘Sales 101’ talk. We recognized his investment in the success of our company.”
Blahosky and the Wenger team were soon introduced to Adam Soyer, Vice President of Business Development at Doextra. As the hands-on facilitator of CRM design for Wenger, Soyer’s role was to help develop the program design and prototype.
Wenger assembled a team of 25 of its business experts to participate in the design process. Over the course of four three-day sessions on site, the team members offered their input about how the CRM program needed to perform as they gained hands-on experience with a working model. Doextra helped guide the design of the platform, suggesting new or alternative ways to accomplish Wenger’s goals. This cooperative atmosphere propelled the development of the prototype and the ultimate design of the platform.
“Doextra was flexible, and they provided invaluable insights,” says Blahosky. “Adam and his team were extremely competent regarding the Salesforce platform.”
One of the biggest challenges the company had to overcome was a technology gap. Some team members were working with systems that were largely keyboard-driven instead of mobile. Years of hard data had to be migrated into the cloud-based platform. And all the teams had to learn new ways of doing business.
“We had to bring along people with years of experience and show how the CRM system related to their sales processes,” says Blahosky. “It took about six months to get everyone on board, but it happened.
Together, we achieved a level of capability that each couldn’t do alone.
Launched Under Budget
The Wenger project was initiated as a way for the company to grow via the use of a single system and real-time information rather than the means to introduce efficiencies or increase sales — yet those outcomes will likely follow. The platform was launched successfully in August 2015 and came in under budget.
“We had a really good, quality experience with Doextra,” says Blahosky. “I’ve been in IT a long time, and you don’t always find contractors who are a partner. We connected with Doextra. They demonstrated they were working on our behalf.”
Wenger and Doextra are continuing their relationship with a marketing automation project in 2016.