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8,000 companies have already standardized on the Service Cloud including Extra Space Storage, NJ TRANSIT and Plantronics Product innovations include Salesforce Knowledge, the world's first Knowledge-as-a-Service; Salesforce Answers, crowd-sourced community knowledge; and the general availability of Salesforce for Twitter For the first time, companies can amaze their customers with an integrated customer service experience that leverages their own agents as well as real-time conversations happening throughout the cloud
SAN FRANCISCO, Sept. 9 /PRNewswire-FirstCall/ -- Salesforce.com (NYSE: CRM), the enterprise cloud computing company, today announced the next chapter in the customer service revolution with Service Cloud 2. The Service Cloud, announced in January of this year, is the next generation solution for customer service - it exponentially increases the quality of service, while lowering the cost, by leveraging the expertise of the community. Since its introduction, the Service Cloud has led market momentum with 8,000 customers and received a number of industry accolades. The Service Cloud will also deliver entirely new product innovations for the customer service industry by introducing the world's first knowledge base designed for cloud computing - Salesforce Knowledge; an entirely new way to look at customer communities and discussion forums - Salesforce Answers; and Salesforce for Twitter, which allows companies to monitor and join the customer service conversations taking place on Twitter. The customer service application market represents a major opportunity for salesforce.com, which according to IDC will be worth $4.2 billion by 2012(1).
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Service Cloud 2 - Customer Success and Market Momentum for the New Customer Service Standard
-- Eight thousand companies, including Extra Space Storage, NJ TRANSIT
and Plantronics, have standardized on the Service Cloud for their
customer service operations - representing a 175% growth in business
year over year.
-- Companies using the Service Cloud have seen a 28% increase in customer
satisfaction, 25% increase in call deflection, 30% increase in first
call resolution, 37% rise in service and support productivity and a
26% increase in customer retention, according to a recent third party
survey.
-- Salesforce.com was placed in the leaders quadrant of Gartner's Magic
Quadrant for CRM Customer Service Support Contacts(2).
-- Since January of 2009, the Service Cloud has won the 2009 TMCnet CRM
Excellence Award, Network Products Guide 2009 Innovation Award, CRM
Magazine Service Leader Rising Star Award, and the IP Contact Center
Technology Pioneer Award for Best IP Contact Center Service. The
Service Cloud was also named to KMWorld's list of Top 100 Companies in
knowledge management.
Salesforce Knowledge - The World's First Knowledge-as-a-Service
A year after salesforce.com acquired Instranet, salesforce.com will offer the world's first Knowledge-as-a-Service, the first ever multi-tenant knowledge base designed for cloud computing. The core Service Cloud knowledge base built on Force.com will deliver:
-- Rapid Deployment: Companies will be able to deploy their knowledge
base in a matter of days and extend the technology to mobile devices
and public websites. Companies will be able to deploy Salesforce
Knowledge without having to install and manage hardware or software.
-- Immediate Results: Customer service agents will be able to find the
right answer, the first time, ensuring that companies amaze and
delight their customers with a truly integrated customer service
experience.
-- Google Accessible: Companies will be able to utilize the latest
Force.com capabilities, including Force.com Sites, to expose knowledge
articles out to the Internet so that customers can find information on
the public Internet and through search engines such as Google.
-- Simple Customizations: Users will be able to quickly and easily deploy
changes and customizations to the knowledge base to fit a company's
dynamic and evolving needs.
-- Automated Upgrades: Product enhancements will be automatically
released three times a year. Customers will no longer have to worry
whether their applications will continue to work with other hardware
and software after an upgrade.
-- Secure and Trusted: Companies will be able to leverage all the
benefits of the proven security, reliability and scalability of
salesforce.com's trusted global infrastructure.
Salesforce Answers - Crowd-Sourced Knowledge
For years, customer service centers have been limited to knowledge articles produced by company employees, and have not benefited from the explosion of consumer wisdom that exists across the Web. Today, online communities and social websites hold a wealth of knowledge and facilitate conversations around uncommon problems, new product use cases, best practices and much more.
Utilizing the Service Cloud, Salesforce Answers will deliver a unique online experience that helps companies leverage the expertise in the cloud to bring the right answer to their customers. Salesforce Answers will enable companies to:
-- Start the Conversation: Create a complete, customizable website that
facilitates question/answer style conversations between customers.
Encourage the community to ask, rate and answer questions and issues
posted to the site.
-- Crowd-Sourced Knowledge: Filter the appropriate knowledge created on
Salesforce Answers directly into the Service Cloud's knowledge base,
ensuring that customers, agents and partners will all have access to
the best knowledge available.
-- Leverage Facebook: Companies will be able to set up a Salesforce
Answers community directly on a Facebook company fan page, allowing
the company to harness knowledge from the 250+ million Facebook
members.
-- Create Dynamic Customer Communities: In combination with Service Cloud
features like Salesforce Ideas, companies will be able to create
dynamic, interactive customer communities.
Salesforce for Twitter - Join Real-Time Conversations on Twitter
Twitter provides a free platform for users to answer the question "What are you doing?" in 140 characters or less and broadcast the answer to a broader community. These "tweets" can cover any topic area, including specific companies, brands and products. In today's Web-driven world where there is an expectation of real-time interaction, Salesforce for Twitter and the Service Cloud give companies an easy way to join the real-time customer service conversations happening on Twitter by enabling them to:
-- Search Twitter in Real-time: Search through the millions of tweets
happening on Twitter every minute to find the most relevant customer
service conversations.
-- Monitor Service Issues on Twitter: After identifying an appropriate
tweet, a company can capture and monitor a service conversation in the
Service Cloud and track the conversation.
-- Join Twitter Conversations: Salesforce for Twitter empowers
enterprises to be active participants on Twitter by enabling them to
engage in Twitter conversations, right from within the Service Cloud.
-- Establish a Twitter Support Channel: Customers can tweet their
customer service issues and instantly create a case within the Service
Cloud. Once the case is created, companies can leverage internal
business processes to route cases to the most effective service
representatives.
-- Deliver Real-time Knowledge: Salesforce for Twitter facilitates the
delivery of expert knowledge back into the Twitter community by
posting tweets directly from the Service Cloud's knowledge base.
Comments on the News:
-- "With Service Cloud 2, salesforce.com is doing for customer service
what we did for sales: proving that the cloud is a better way. The
customer service market is being held back by traditional technology.
With two-thirds of customer service interactions moving to the cloud
and the popularity of social networks, it is high time for a change. I
am excited by the momentum we are seeing in the customer service
market and believe it is the next billion-dollar opportunity for
salesforce.com," said Marc Benioff, chairman and CEO of
salesforce.com.
-- "We've seen more and more businesses use Twitter to make smart,
meaningful and timely connections with their audience. We are excited
to work with salesforce.com as they help businesses join the millions
of conversations happening every minute on the web," said Evan
Williams, CEO of Twitter.
-- "The Service Cloud's knowledge base will give companies access to the
best answers for a situation culled from Twitter's 45 million users
and Facebook's 250 million users. The Service Cloud makes an important
advance on social networking by helping enterprises harness the power
of real-time conversations and crowd-sourced knowledge to benefit
their companies," said Denis Pombriant, Beagle Research.
-- "Salesforce Knowledge and the Service Cloud will definitely help our
company increase agent productivity and customer satisfaction, an
incredible testament to the power of cloud computing," said Kimberly
Jansen, Misys Banking Systems.
-- "Comcast-Spectacor is now a leader in leveraging cloud computing to
enhance our relationships with the Flyers and 76ers season ticket
holders because of salesforce.com. The Service Cloud and Salesforce
for Twitter have enabled us to connect directly with our customers on
Twitter and integrate these real-time conversations with our customer
service strategy," said Mark DiMaurizio, Comcast-Spectacor.
Pricing and Availability
-- Salesforce Knowledge will be priced at $50 per agent, per month for
salesforce.com customers and is currently scheduled to be available in
the fourth quarter of fiscal year 2010.
-- Salesforce Answers is currently in pilot and is currently scheduled to
be available in the first quarter of fiscal year 2011.
-- Salesforce for Twitter is available today at no additional charge on
the Force.com AppExchange for Professional, Enterprise and Unlimited
Edition customers.
Supporting Resources
-- For more information, please visit
http://www.salesforce.com/servicecloud2
-- Follow salesforce.com on Twitter @salesforcenews
About the Magic Quadrant
The Gartner Magic Quadrant is copyrighted 2009 by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About salesforce.com
Salesforce.com is the enterprise cloud computing company. The company's portfolio of Salesforce CRM applications, available at http://www.salesforce.com/products/, has revolutionized the ways that companies collaborate and communicate with their customers across sales, marketing and service. The company's Force.com platform (http://www.salesforce.com/platform/) enables customers, partners and developers to quickly build powerful business applications to run every part of the enterprise in the cloud. Based on salesforce.com's real-time, multi-tenant architecture, Salesforce CRM and Force.com offer the fastest path to customer success with cloud computing.
As of July 31, 2009, salesforce.com manages customer information for approximately 63,200 customers including Allianz Commercial, Dell, Dow Jones Newswires, Japan Post, Kaiser Permanente, KONE, and SunTrust Banks. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit http://www.salesforce.com/, or call 1-800-NO-SOFTWARE.
Copyright (c) 2009 salesforce.com, inc. All rights reserved. Salesforce and the "no software" logo are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners.
(1) from: "Worldwide CRM Apps Forecast 2008-2012." Dec. 2008.
(2) Magic Quadrant for CRM Customer Service Contact Centers, by Michael Maoz, April 2009
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