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Interview: Angie Reese, CRM business applications manager, GENBAND

GENBAND is a worldwide supplier of next-generation IP gateways, and we’re headquartered in Plano, Texas. We were founded in 1999.

My name is Angie Reese, and I’m the CRM business applications manager at GENBAND. I take care of anything related to our CRM package, salesforce.com, and any end-to-end process that touches Salesforce.

Business drivers

We chose crystalreports.com for our business reporting needs because there are a few limitations within salesforce.com and its reporting capabilities.

One of the main things that I really liked about Crystal Reports was the scalability in reporting of the data and being able to display it in an appealing manner.

Before we started using Crystal Reports, we were using the salesforce.com reporting engine, and we ran into difficulty because we had to run several reports and combine the data in order to get what we truly were after. Using crystalreports.com, we were able to pull all of the data that we needed from various objects into one report.

Implementation experience

The implementation experience was so easy – it was download and go, since it’s an on-demand application as opposed to on-premise.

I didn’t have to do anything out of the ordinary to get user adoption for Crystal Reports – everybody was so excited for its functionality. It provides access anywhere, and there’s less maintenance.

There wasn’t really any training required for my users. I have a developer license, so I create the reports, and all of my users have viewer licenses. All I had to do was show them how to export and print the reports and navigate through the report data itself.

What really stands out about Crystal Reports is the way that I can manipulate the data, tie it all together, and deliver several different objects in the report – and display the output how I want it to appear to the end user.

Business impact

Since we’ve implemented crystalreports.com, it has really simplified our business process. You create the reports, and everything else is just done – and depending on the data in Salesforce, it can actually trigger the reports to run.

Before, it was more of a manual process. Now that we have crystalreports.com, there are certain criteria that trigger the report, and it’s automatically run every night – so users can come and pull the report every morning and know that they’ve got the latest metrics.

Return on investment

We’ve created a business review process that we track through crystalreports.com. This process begins with a customer and their request for a quote, a proposal, or a trial of our product. We start the process in Salesforce as an opportunity, and with the business review report that’s generated, we can see the whole life cycle of the opportunity.

Before crystalreports.com, the biggest frustration within our customer service department was the inability to create a simple report based on the case and the last case comment. With Salesforce, this wasn’t possible – you can’t take the case information and display only the last case comment. But through crystalreports.com, I was able to make that happen.

Security

With the security that crystalreports.com has, I can give certain users access to specific folders within crystalreports.com. We also utilize the single-sign-on experience, so the users don’t even realize that they’re going out into another program – they sign on to salesforce.com, and when they click on the crystalreports.com tab, that automatically signs them on in the background.

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