GeoTrust Automates Customer Support and Service with Salesforce.com's Supportforce

SAN FRANCISCO, Calif. – August 1, 2005 – Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that GeoTrust Inc., the world's second-largest digital certificate provider, and a leader in a wide variety of identity and trust services, has automated many of its customer support processes using Supportforce. GeoTrust is also using Supportforce to generate more detailed metrics regarding its customer support issues, making it easier to escalate and respond to these concerns in a timely manner. In addition, Supportforce is enabling GeoTrust to track case growth to help determine staffing levels, as well as closed cases by owner to gauge employee productivity.

By utilizing salesforce.com, GeoTrust is leveraging the benefits of an 18th-generation CRM solution, as well as new innovations, including the Customforce tool for rapid, easy customization. GeoTrust is one of the 15,500 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of April 30, 2005.

"We're helping our customers help themselves with our Supportforce-enabled self-service support functionality," said Jeffrey Winn, Director, Worldwide Client Services, GeoTrust. "As a result, Supportforce has significantly increased our clients' overall satisfaction with GeoTrust. Combined with the capabilities in Salesforce, we've enabled sales, support and business managers to gain a comprehensive, 360-degree view of all of the factors that contribute to our business cycle. Salesforce.com's solutions have made a dramatic and positive impact on our day-to-day company activities."

GeoTrust has also consolidated product line tracking with Salesforce, providing management with important data on how the channels are performing by product. "From a sales management perspective, we can now track and report all of our order data with Salesforce," said Jay Schiavo, Product Manager, GeoTrust. "Previously we'd have to get part of the data from one solution, and part of it from another solution. With a single place to access data, we can now, at a glance, determine how well any part of the business is doing."

In addition, GeoTrust is leveraging Customforce to customize fields across its Salesforce deployment to accurately reflect the unique business processes of its many product lines. Representing a major breakthrough beyond cookie-cutter vertical solutions, Customforce enables ordinary business users to easily customize their CRM and create new on-demand applications through a simple point-and-click interface. Built into Salesforce and Supportforce, Customforce enables 15,500 companies to leverage the simplicity, power, and success of on demand to create 15,500 unique CRM editions. Customforce makes Salesforce the world's most customizable CRM.