Analytics, dashboard and customization capabilities help Postini improve customer service during period of rapid growth
SAN FRANCISCO, Calif. - February 3, 2004 - Salesforce.com®, the global leader in delivering on-demand customer relationship management (CRM) services, today announced that Postini, the leading provider of email security for the enterprise, has reduced its customer service and support email traffic by 90 percent over the past year using salesforce.com's award-winning on-demand CRM solution. Salesforce.com's state-of-the-art Winter '04 service provides Postini users with a sophisticated view of customers across the entire organization, including marketing, sales, customer support, service activation, finance and executive management. Winter '04's analytics and customizable dashboards help the company improve how it manages resolution of customer issues. In addition, the salesforce.com customer service portal has increased Postini's responsiveness to support inquiries and customer satisfaction.
"We would not be able to support the number of customers we have today without salesforce.com," said Mark Bloomquist, director of IT and customer support, Postini. "The customization features in salesforce.com Winter '04 have allowed us to scale effectively and efficiently as our business has grown."
In addition to reducing email support traffic by 90 percent, Postini is using the customer service portal to increase the number of cases solved per representative, while simultaneously handling ten times the number of customers. Postini has also customized case escalation features in salesforce.com to prioritize customer requests and provide support tailored to each specific customer need. Salesforce.com Winter '04 also provides Postini executives with customized error checking reports, customer support performance metrics and historical views to show the progress of the company over time.
"As a leading, outsourced provider of email security services, Postini understands the value of the on-demand model and the important role that experience plays in ensuring consistent customer success," said Marc Benioff, chairman and CEO, salesforce.com. "Salesforce.com is the clear leader in on-demand CRM, providing more than 8,400 customers and 120,000 subscribers with a fourteenth-generation service that delivers measurable value and the best customer experience."