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CambridgeSoft Case Study

The Company:


CambridgeSoft Corporation is a leading supplier of discovery, collaboration, and knowledge enterprise solutions, desktop software, scientific databases and consulting services to the pharmaceutical, biotechnology, and chemical industries. The Company provides:

Enterprise solutions, desktop software, scientific databases, and professional services for biotechnology, drug discovery and chemical research, including software, databases, and web sites which enable customers to create, analyze and communicate chemical, biological, and scientific information more effectively.

CambridgeSoft's products are used primarily in the pharmaceutical, biotechnology and chemical industries, as well as in higher education and in academic and government research. The company's principal software offering, Chem & Bio Office, which includes Chem & Bio Draw, is the de facto standard and primary communication tool on the chemist's desktop. Chem & Bio Office Enterprise, an enterprise implementation of Chem & Bio Office desktop, enables research information organizations to deploy application and information solutions using Internet, intranet, and extranet technologies.

Objective:

Over ten years ago CambridgeSoft decided that they needed to partner with a professional organization that could help them handle most aspects of their customer facing daily communications including first tier customer service, tech support, inbound and outbound sales, and order administration.


Challenge:

As a leader in a very quickly growing and changing marketplace CambridgeSoft could not meet the needs of their customers with a traditional field sales organization. Many of the innovations in the pharmaceutical, biotechnology and chemical industries come from small start-up firms that can not be efficiently serviced by the major account representatives. In addition CambridgeSoft recognized that although the margins in the educational market were low it is an important segment to help them maintain their market leadership position


Solution:

Cerida put together a team of three senior inside sales representatives and one and a half senior order administration clerks to staff the toll free sales (1,000+ calls per month), tech support (150 + calls per month) and customer service (600 + calls per month) phone lines. In addition Cerida receives and responds to in excess of 3,000 emails inquiries each month.


Results:

Cerida currently provides CambridgeSoft order administration for both their inside and field sales organizations. Over the past ten years our inside sales team has consistently grown the business in excess of 12% year over year and currently closes over 160 orders per month with an average order size of over $2,200 per order.



Results:
Cerida's effective support of sales outsourcing initiatives enabled CambridgeSoft Case Study to gain:

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Leads Generated
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Pipeline Growth
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Revenue Generated




Case Studies:
CambridgeSoft Case Study