TMCnews Featured Article
Boosted Customer Service Software for Fireclay Tile with Salesforce
By Juliana Kenny, TMCnet Managing Editor
Fireclay Tile, a provider of handmade ceramic and glass tile, has successfully utilized Salesforce.com’s (News - Alert) CRM software to move its operations to the cloud. Using “green” processes, including recycled materials and sustainable manufacturing practices, Fireclay Tile has achieved a 95 percent customer satisfaction rating using custom applications built on Force.com.
Reporting a 400 percent new lead growth with web-to-lead and e-mail marketing features, Fireclay Tile used Salesforce’s customized Sales Cloud to deliver enterprise-class customer experience. Eric Edelson, vice president and owner, Fireclay Tile, stated, "What I love about Salesforce is that as a small, 27-person company, I truly believe I can be, or appear to be, as phenomenal a company as the Amazons, the Zappos' of the world.”
Fireclay Tile revealed that it was able to boost sales, and reduce costs using Salesforce’s software. Edelson continued, “We use Salesforce for pretty much every aspect of our business, and it was an instantaneous cash flow improvement for us. Salesforce will transform your business, it will transform your business opportunities, it will make business a lot more fun than it was before."
Moving onto the cloud as many other enterprises are doing, the environmentally-aware tile company was able to streamline its operations and lower operational costs using Salesforce’s Cloud 2 technology. Gaining visibility, and improving customer service, Fireclay Tile was able to increase overall revenue and productivity in a downturned economy.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Jennifer Russell