Case Study: Hershey's Ice Cream boosts sales productivity and achieves 165% ROI with Creatio

How Hershey's Ice Cream achieved 165% ROI of a CRM software implementation

Hershey's Ice Cream faced outdated, paper‑based sales and account management processes that left managers without timely visibility into field activity. To modernize workflows and give sales teams mobile access, Hershey's selected Creatio (CRM) in late 2016 to replace spreadsheets and paper with an intuitive, tablet-enabled sales platform and analytics.

Working with Creatio professional services and partner Technology Advisors, Hershey's completed a ~9‑month deployment that added mobile field capabilities and real‑time dashboards. The Creatio solution automated data entry, freed three administrative staff for other work, reduced travel and paper costs, and improved sales productivity and coaching. Nucleus measured a 165% ROI with payback in about 8 months and cumulative net benefits of $773,080 by year three (Year 1 net cash flow $284,622).

Hershey's Ice Cream

Jim Holder

Director, Training and Safety