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@CloudExpo Authors: Yeshim Deniz, Pat Romanski, Liz McMillan, Zakia Bouachraoui, Elizabeth White

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Cloud Computing: Compuware Integrates Changepoint with Salesforce CRM

Integration will further extend Changepoint's ability to serve the entire customer lifecycle

Compuware Corporation is offering a new integration between its professional services automation (PSA) solution, Changepoint, and Salesforce CRM. This integration is supposed to tie together PSA and CRM business processes, as well as account data, sales opportunity and contact information that would enable companies to better market services as standalone offerings or as part of a whole product solution.

After financials, according to SPI Research's 2010 Service Performance Benchmark Study, CRM is the second-most popular professional services application and used by 86 percent of respondents.

The integration with Salesforce CRM will further extend Changepoint's ability to serve the entire customer lifecycle - from marketing, to sales, to service delivery - by helping services executives seeking to better understand services requirements in the sales pipeline and better manage resource supply and demand.

David J. Comiciotto, Vice President, Organizational Excellence, MEDecision, Inc., notes that they "rely heavily on Changepoint for our services business and Salesforce CRM for our sales process and opportunity pipeline." He believes the integration will enable MEDecision to engage the right resources to ensure successful communication of contracts and services earlier into the sales opportunity.

Benefits of the integration include:

  • End-to-end management of customer relationships - seamless connection of business processes, from the first marketing conversation through to service delivery
  • Better visibility - services executives can better understand services requirements within the sales pipeline and manage resource supply and demand;
  • Improved data integrity - data is entered or updated just once and shared between the two applications, reducing redundancy and improving data reliability and information flow;
  • Greater consistency - sales activities are populated into PSA, benefiting all downstream services activity; and
  • Increased ROI - the combined power of PSA and CRM allows businesses to build long-term customer relationships, reach higher levels of customer satisfaction and better integrate marketing, sales and partner functions to achieve greater brand awareness.

According to Lori Ellsworth, Vice President, Compuware Changepoint, the integration "allows Changepoint users to better and more seamlessly manage their critical customer relationships, beginning with the first marketing conversation through to service delivery and support."

More Stories By Elizabeth White

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