High-Tech Manufacturer Gains Business Visibility, Streamlines Processes with Dealers

Roland DGA sells ink-jet printers and other graphics equipment through a network of more than 300 dealers in North and South America. By 2005, 15 years after its founding, management concluded that its sales, marketing, and services processes weren't as insightful or streamlined as they could be, since the company used several isolated systems to generate sales and complete marketing activities. Lead distribution might takes weeks or even months, and the company lacked feedback on the leads.

Roland eventually analyzed more than 50 solutions, and narrowed its final selection down to four companies: SalesForce.com, Pivotal, SAP, and Dynamics CRM. This is the story of how it made its decision and did its implementation.