OpenTV Lowers CRM Costs By Approximately 50 Percent with Supportforce from Salesforce.com

Customforce offers key tools for customization;
Sforce integration platform provides links into existing ERP system

SAN FRANCISCO — March 29, 2005 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that OpenTV Corp., one of the world's leading interactive television companies, has cut its CRM operating costs nearly in half and significantly improved reporting capabilities using Supportforce, salesforce.com's on-demand customer service application. OpenTV selected salesforce.com over other CRM vendors for the ease of its hosted solution and its customization capabilities.

OpenTV needed a CRM solution for its support staff that would not require heavy maintenance from IT, and would come equipped with a customer Web portal. The timely implementation allowed OpenTV's support engineers to promptly realize the benefits of the Salesforce solution. OpenTV is one of the 13,900 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of Jan. 31, 2005.

"Supportforce enabled us to replace existing costly applications that required substantial IT manpower and support," said Nick Ryan, OpenTV's business applications manager. "With this new on-demand customer service technology we have realized a reduction in our CRM operating costs by approximately 50 percent, and enhanced collaboration with our customers to provide better support."

OpenTV's support engineers, based in the United States, Europe, China and Australia, now track customer cases in less time, and can easily generate reports and provide fast answers to customer queries. The Customforce tool, a custom tab for installed products, was added to allow the support team to track installed products for each OpenTV customer. In addition, using Sforce, salesforce.com's on-demand integration platform, OpenTV has integrated its CRM system with its Lawson enterprise resource planning (ERP) system. In tandem, this customization & integration allow for the simple and seamless integration of data between OpenTV's ERP system and the customized Salesforce application.

About Salesforce.com

With more than 100,000 customers, salesforce.com is the enterprise cloud computing company that is leading the shift to the social enterprise. Social enterprises leverage social, mobile and open cloud technologies to put customers at the heart of their business. Based on salesforce.com's real-time, multitenant architecture, the company's platform and application services allow customers to:

  • Create employee social networks with Salesforce Chatter, Salesforce Rypple and Salesforce Force.com.
  • Develop customer social networks with the Salesforce Sales Cloud, Salesforce Data.com, Salesforce Service Cloud, and Salesforce Site.com.
  • Connect with customers on public social networks with Salesforce Heroku and Salesforce Radian6.
  • Empower small business to become social enterprises with Salesforce Desk.com and Salesforce Do.com.
  • Extend a company's social enterprise with apps from the leading enterprise app marketplace, AppExchange.
  • Run apps on Database.com, the first social enterprise database.

 

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://salesforce.com, or call 1-800-NO-SOFTWARE.

###

©2012 salesforce.com, inc. All rights reserved. Salesforce.com, Salesforce, Chatter, Sales Cloud, Service Cloud, Radian6, Jigsaw, AppExchange, Force.com, Heroku, and all associated logos are trademarks of salesforce.com, inc. in the United States and other countries. Salesforce.com offers its Siteforce products and services in Germany under the Force.com Sites trademark. Other names used herein may be trademarks of their respective owners. Other names used herein may be trademarks of their respective owners.