Garrett Aviation Service Centers, market leaders in business and corporate aviation, deploy salesforce.com Enterprise Edition across all customer-facing groups to improve customer service levels through shortened response times and 24/7 self-service portal
SAN FRANCISCO, CA — May 20, 2002 — Salesforce.com, the market leader in online customer relationship management (CRM), today announced that Garrett Aviation, a leading provider of nose-to-tail service and maintenance for corporate aircraft, has standardized on salesforce.com Enterprise Edition for its customer service and support and centralized customer database needs. Switching to salesforce.com from a client-server CRM solution, Garrett Aviation has consolidated customer information from its 12 service facilities into a central Web-based repository in order to cut response time to customer queries and gain insight into potential service problems. Through the new salesforce.com Customer Self-Service portal, Garrett Aviation customers can go online at any time to check case status and histories, delivery dates, and other information that previously required calling customer support representatives. The result is a dramatic improvement in efficiency and customer satisfaction - for only 15% of the budget of the company's original client-server CRM solution.
With operations across the United States, Garrett Aviation needed to automate its customer service process. Rejecting a conventional client-server CRM solution that would have been expensive, difficult to use, and required a 2-year implementation, the company quickly elected to migrate its implementation to salesforce.com Enterprise Edition. The powerful online CRM solution was implemented in less than three months, allowing Garrett Aviation to capture, unify and share valuable information about each customer inquiry, interaction and resolution. Salesforce.com's robust customer service and support functionality enables Garrett Aviation to rapidly identify the most appropriate repair solutions, automatically route customer inquiries and requests, access and share repair histories and provide customers with 24/7 service via a customized self-service portal. Forrester research estimates that total cost per customer inquiry drops from $34.74 to $1.17 as customers select web-based service over phone calls, and Garrett Aviation is already taking advantage of this solution to enhance customer service.
"Our customers can spend millions of dollars on a service ticket, so access to information about their aircraft or case is vital," said Keith Phillips, VP, Sales and Marketing at Garrett Aviation. "With salesforce.com, we created a Customer Self-Service portal that draws all of our service operations closer to the customer. This makes them more intimately engaged in the service of their aircraft by allowing them to tap into our knowledge base."
"Three months after its launch, the salesforce.com Enterprise Edition is gaining substantial traction with large enterprise customers who want to deliver the best customer experience at a fraction of the cost of conventional client-server solutions," said Marc Benioff, chairman and CEO of salesforce.com. "We are pleased to introduce Garrett Aviation as our newest customer, and know that their success with self-service will serve as an important model for other large companies looking to improve service levels."
Salesforce.com currently has over 4,400 customers for its online CRM solution, including global leaders such as Le Meridien, Autodesk, and Daiwa Securities SMBC Europe. Salesforce.com provides companies of all sizes with an enterprise-class CRM solution at a fraction of the cost, fraction of the time, and fraction of the risk of traditional software systems. Salesforce.com delivers its CRM solution as an online information utility via a Web Services infrastructure. In the past year, salesforce.com has added more CRM customers than have Siebel, PeopleSoft, Oracle, and SAP combined.