Digicel Case Study
Digicel standardizes business sales operations in 25 countries with Doble Group, LLC
Sales Cloud by Salesforce.com helps Digicel standardise business-to-business sales processes across 25 countries, 13 currencies and 4 languages in 3 months
Digicel Group is a leading global communications provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific. After 12 years of operation, total investment to date stands at over US$4.5 billion worldwide. The company is owned by Irishman, Denis O’Brien, and is incorporated in Bermuda with headquarters in Kingston, Jamaica.
After analysing and examining the functionality, technical and integration system capabilities of several leading CRM platforms Digicel determined that the best platform to serve their needs was Salesforce.com. Digicel acquired the Sales Cloud Enterprise Edition because of its robust sales functionalities, mobility, scalability and state-of-the-art dashboards and reports. The company now has a single platform to manage all sales-related activities.
Digicel therefore is able to spend less time on administrative tasks and more time on closing deals. For sales managers, the Sales Cloud gives real-time visibility into their teams’ activities and performance results. Best of all, it’s all in the cloud, everyone can access the Sales Cloud with just an Internet connection—there’s no need for expensive hardware or software. Full deployment of the Sales Cloud for all 25 markets (including system and workflows configuration for 13 currencies, 4 languages and administrative and end-user training for 350 persons) was achieved in a record three-month period from project start to finish.
In the future, the salesforce.com platform will allow Digicel the ability to customise and integrate CRM for the entire B2B business, automate business process, manage complex sales territories, interact with partners, access additional AppExchange applications and integrate with any system. “The benefit of using Salesforce.com for forecasting, sales pipeline and business processes to standardise information across the group is invaluable to our success,” stated, Craig Binns, Process Development Manager for Digicel Group. Doble Group LLC – a Salesforce consulting partner focused on improving business results through CRM solutions and the alignment of the organisation, was responsible for the overall project execution.
Doble Group was instrumental in assisting Digicel develop a best practices approach to business process standardisation and executing the Sales Cloud configuration, integration, workflows, dashboards and training. “With Salesforce.com, we found that managers know all the opportunities of their market, track activities and events. They know what they are working on and the next steps to increase the pipeline and close more business deals,” commented Damien Farren, Business Operations Director for Digicel Group.
Mariano and The Doble Group are very professional, they have constant meetings during the set up and implementation stages to keep everyone informed of the projects timelines. The team at Doble Group is always willing to assist and give recommendation where necessary and most importantly, they delivered within the agreed timelines set out to them. I would highly recommend you using Doble Group for your implementation.” This came from a recommendation message Craig sent about us.
Digicel Group Limited is a leading global communications provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific. After 12 years of operation, total investment to date stands at over US$4.5 billion worldwide.
The company is renowned for delivering best value, best service and best network. Digicel runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes. Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams and individuals including the world’s fastest man, Usain Bolt and Special Olympics teams throughout these regions.
Digicel also sponsors the West Indies cricket team. Since 2012, Digicel has been the title sponsor of the Myanmar Football Federation and the Myanmar Special Olympics Federation.
Visit www.digicelgroup.com for more information.