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Carlson Hotels Installs to Streamline Global Ops, Boost Productivity

Carlson Hotels Worldwide improves its operations and significantly increases productivity of staff in 40 countries with Salesforce Software-as-a-Service (SaaS) CRM and Platform-as-a-Service (PaaS) from

With the help of partner Ben Nevis, Carlson deployed Salesforce across five of its operating groups, including Carlson Hotels Worldwide, Carlson Wagonlit Travel, Carlson Marketing Worldwide, Carlson Leisure Group and Regent Luxury Group. Specifically, Carlson deployed Newmarket Commex, an event and meeting management application from Newmarket International, and CRMSurveyor, a customer survey tool from Vovici Corporation, among others.

"We had built a global enterprise, but did not have the tools necessary to utilize all of our valuable business account information and make it available to staff dispersed across 40 countries," says Anthony Forbes-Roberts, enterprise CRM manager at Carlson.

The company also leveraged the platform and AppExchange to develop a customized solution that met its unique business requirements and served the needs of Carlson's Salesforce users around the globe. The platform enabled seamless integration with Carlson's enterprise applications, both homegrown solutions and those from other vendors, so the company has access to all critical business information from within Salesforce. Carlson also uses Mobile to extend this information access directly to its field staff, so they are fully prepared to maximize every customer contact, even while on the road.

"Since deploying Salesforce, we're saving money by not having to maintain legacy systems; we've increased staff productivity; and we have greater insight into our daily operations and long-term outlook," adds Forbes-Roberts. "There is no question that Salesforce has improved our business and is helping drive our ongoing success."
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