KONE, the elevator and escalator company has chosen customer relationship management (CRM) software as a service (SaaS) from on-demand business applications vendor, Salesforce.com.

The deal makes manufacturer is the largest European adopter to date, expanding its deployment of the on-demand CRM to 2,560 staff in 43 countries for maximum sales effectiveness and efficiency.

The use of the customised Salesforce Platform will be integrated with the company’s SAP back-office environment to help the company to deepen its customer focus.

Toby Fox, assistant vice-president for project and application delivery at KONE said: “When we reach the go-live date in all the territories, KONE will be uniquely positioned to increase the volume of sales per sales person, significantly reduce the burden of administration, and streamline and accelerate the decision-making process.” He said the integration with SAP would help the company scale its CRM capabilities to multiple timezones, geographies and currencies.

With the elevator and escalator market moving towards a commodity model, KONE needed to distinguish itself by deepening relationships with its customers. The manufacturer chose the SaaS offering after a five-year total cost of ownership study, usability reviews and time-to-value evaluation.

Following pilot deployments in the US, the Netherlands, and Ireland, KONE will implement Salesforce and its Connect module. All customer, escalator and elevator equipment and contract information is currently being integrated with Salesforce and the prospect tendering system, orders and customer billing data will be integrated next.

KONE said that, by year-end, the web-based automated lead management system will also be integrated, to offer web-to-leads functionality. In addition, the Salesforce Platform has enabled the business team to create its own customised tabs, fields, layouts and workflow, with minimal third party or internal IT support.