Web-based provider of total home solutions gives up on NetLedger after implementation failure
SAN FRANCISCO, Calif. - December 18, 2002 - Salesforce.com, the market leader in online customer relationship management (CRM), today announced that HandyAll.com, Inc. (www.handyall.com), the Web-based leading provider of home solutions in the San Francisco Bay Area and the Greater Vancouver, B.C. area, remains strongly committed to salesforce.com's award-winning CRM service despite aggressive courting from other providers, including a false report of a swap out by NetLedger. HandyAll found that salesforce.com's superior user-interface outshined competing products, hands-down. Salesforce.com also prevailed because it has the flexibility and scalability to meet the customer's future growth plans.
"After more than two-and-a-half years of managing excellent customer relationships with the help of salesforce.com, it was a giant leap of faith for NetLedger to ask us to transfer thousands of opportunities and customer records to a new, unproven system," said Alain Ghiai, founder and CEO of HandyAll.com, Inc. "While their insistent sales approach compelled me to take a look at their application, after two training sessions with NetLedger's support team, HandyAll found that the product did not provide the features that we were told it would have. Salesforce.com has proven itself a better-quality and more robust service versus the others that approached us, and that's why we never made the switch."
HandyAll found that despite statements to the contrary, NetLedger was lacking in basic CRM functionality such as outbound email management, opportunity management, and template management, all of which its sales representatives use on a regular basis with salesforce.com. These elements and salesforce.com's powerful 360-degree customer view provide the features that HandyAll depends on to run its business.
HandyAll was recently cited in a NetLedger press release as having switched from salesforce.com to NetLedger's NetSuite. In reality, HandyAll has been using salesforce.com Professional Edition for more than two-and-a-half years without interruption. During that time, HandyAll was asked to try NetLedger with promises of future functionality and promotions. But when HandyAll temporarily signed up for two accounting licenses, NetLedger proved unsatisfactory for the company's CRM and accounting needs and HandyAll cancelled its NetLedger subscription after only a few weeks.
"I am surprised that NetLedger would so heavily promote a switch campaign that has turned out to be baseless," said Marc Benioff, chairman and CEO of salesforce.com. "At the same time, I am not at all surprised that HandyAll decided to stay with salesforce.com because we are committed to earning our customers' business and maintaining our 98% customer satisfaction ratings. One of the key benefits of software as a service is that it is a no risk, freedom-of-choice model for customers - now NetLedger is attempting to enter this CRM space we have been so successful in by advertising and promoting customers and functionality that they do not have. We constantly hear from our customers how happy they are with our continued efforts to deliver them world-class CRM and to that end, I'm pleased that after a direct comparison, HandyAll decided to stay with salesforce.com for best-in-class comprehensive CRM."
Ghiai continued, "We are surprised that NetLedger falsely portrayed the status of our subscription with them. While their sales pitch was compelling, when reality set in, we found ourselves even more committed to salesforce.com."
Salesforce.com has more than 5,400 customers for its online CRM solution, including global leaders such as Le Meridien, Autodesk, and USA Today. 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 Siebel (NASDAQ: SEBL), PeopleSoft (NASDAQ:PSFT), Oracle (NASDAQ: ORCL), and SAP (NYSE: SAP) combined.
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