Restaurant.com

The Challenge

• The Restaurant.com Incentive & Loyalty Solutions division uses Salesforce CRM to manage their sales pipeline, orders, and lead follow-up. Restaurant.com previously used FedEx Ship Manager, a standalone desktop shipping app for shipping to their customers.
• The operations team needed a more efficient method to ship and track packages. When a customer called, the sales rep would have to contact operations to find the location of the package and get back to the customer. It often took several minutes to complete each request.
• Managing two separate address books: one on FedEx Ship Manager and one in Salesforce.com was a data replication headache.
• Restaurant.com needed a solution it could quickly deploy and it’s users could be up and running on in hours.
• The company wanted to replace their existing two systems with a system that gave a global view of the shipments and their status all in one place.

The Solution

• Zenkraft is a native FedEx shipping app available on the AppExchange. It enables companies to process, ship and track shipments using Chatter, without ever leaving Salesforce.
• Restaurant.com Incentive ∓ Loyalty Solutions rolled Zenkraft out to their operations and sales teams after installing the app. The installation and configuration took 30 minutes and the Salesforce admin scheduled a 15 minute training session with their sales reps.
• Their sales team now has a related list on their opportunity records showing every shipment that has ever been sent to that contact since Zenkraft was installed.
• The operations team no longer needs to copy and paste long addresses from Salesforce to their desktop shipping software. All the data lives inside Salesforce.
• Using Chatter shipment tracking, reps can follow a shipment and instantly get its updated status, even when mobile.

The Results

• The operations team noted a 60-percent increase in shipping efficiency after installing Zenkraft.
• The sales reps can now update the order status as soon as the customer calls, taking less than 10 seconds. That’s a 12 times efficiency gain from their previous solution.
• Restaurant.com’s team no longer has to leave Salesforce for any shipping tasks. Everything is now in one place.
• Restaurant.com’s management team is looking forward to investigating the reporting functionality of Zenkraft in the future