Case Studies Case Study: Egencia

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	Case Study: Egencia

Case Study: Egencia

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Data Visualization
Applicable Industries	Professional Service
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration
Challenge	Egencia encountered a struggle when managing contacts with multiple email addresses, a problem that the out-of-the-box Marketo solution was not equipped to handle. Marketo’s standard configuration views a record’s email address (for example, jeff@egencia.com) and matches it with the corresponding record in CRM. A problem arises when a single individual has two or more email addresses, which is the case for many of Egencia’s customers. For every email address, Marketo’s default is to create a new lead, thus causing duplicates or triplicates. For Egencia, the most frustrating by-product of these redundant leads was the resulting inaccuracies in reporting and lead scoring. Read More
About Customer	Egencia is a division of Expedia, Inc., and is all about the modern business traveler and making business travel better. Each year Egencia helps thousands of companies in nearly 60 countries manage their travel programs – by providing bottom-line savings to clients and supporting the needs of the modern business traveler. The company experienced more than $4 billion in gross bookings in 2012, and has continued to grow each year in revenue, employees, and customers. Read More
Solution	Egencia partnered with Ringlead to address existing duplicates and create a system to catch new ones entering into the system. Ringlead solved the problem by expanding the list of duplicate identifiers. They were able to connect more registrants with the correct existing account by going deeper than the email address and screening for factors like the domain name associated with each. Solving the problems of duplicates also helped Egencia treat customers better by arming account managers with historical customer data. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Professional Service

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Challenge

Egencia encountered a struggle when managing contacts with multiple email addresses, a problem that the out-of-the-box Marketo solution was not equipped to handle. Marketo’s standard configuration views a record’s email address (for example, jeff@egencia.com) and matches it with the corresponding record in CRM. A problem arises when a single individual has two or more email addresses, which is the case for many of Egencia’s customers. For every email address, Marketo’s default is to create a new lead, thus causing duplicates or triplicates. For Egencia, the most frustrating by-product of these redundant leads was the resulting inaccuracies in reporting and lead scoring.

About Customer

Egencia is a division of Expedia, Inc., and is all about the modern business traveler and making business travel better. Each year Egencia helps thousands of companies in nearly 60 countries manage their travel programs – by providing bottom-line savings to clients and supporting the needs of the modern business traveler. The company experienced more than $4 billion in gross bookings in 2012, and has continued to grow each year in revenue, employees, and customers.

Solution

Egencia partnered with Ringlead to address existing duplicates and create a system to catch new ones entering into the system. Ringlead solved the problem by expanding the list of duplicate identifiers. They were able to connect more registrants with the correct existing account by going deeper than the email address and screening for factors like the domain name associated with each. Solving the problems of duplicates also helped Egencia treat customers better by arming account managers with historical customer data.

Impact #1	Egencia’s sales team now spends less time dealing with existing customer leads in their lead queues and more time selling to new prospects.
Impact #2	Egencia’s account management team is more informed, since they can now see what’s happening with their existing clients. They now take a much more proactive approach to following up and determining next steps.

Impact #1

Egencia’s sales team now spends less time dealing with existing customer leads in their lead queues and more time selling to new prospects.

Impact #2

Egencia’s account management team is more informed, since they can now see what’s happening with their existing clients. They now take a much more proactive approach to following up and determining next steps.

Benefit #1	Ringlead was able to capture and connect 20% of all 2014 incoming leads to existing accounts.

Benefit #1

Ringlead was able to capture and connect 20% of all 2014 incoming leads to existing accounts.

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Overview

Case Study: Egencia

Operational Impact

Quantitative Benefit