Postini Uses Salesforce.com's AppExchange to Easily Customize Salesforce Service & Support to Meet Exact Business Needs

Custom applications deliver more efficient training registration, timelier customer support; 200-fold increase in case feedback response rate leads to improved customer experience

SAN FRANCISCO, Calif. — January 30, 2006 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Postini, the global leader in Integrated Message Management, is using the AppExchange on-demand platform to create, deploy and manage three new business critical applications. AppExchange has enabled Postini to dramatically extend the value of its Salesforce Service & Support deployment by allowing it to build and run on-demand applications for customer support, requests for service enhancements and training registrations that meet Postini's exact business needs.

AppExchange unites all of Postini's on-demand applications with a single data model, single security model and a single user interface. With AppExchange, Postini's employees and users can customize, build, run and share on-demand applications that power all of their business needs.

Postini is one of the 18,700 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of October 31, 2005. Revenue and subscribers will be recognized as the service is delivered.

"AppExchange has allowed us to customize the case management features of Salesforce Service & Support to ensure we're capturing and responding to the 35,000 interactions per year more efficiently than previously possible," said Mark Bloomquist, Senior Director, Customer Care at Postini. "With AppExchange, our integrated systems enable us to resolve the majority of service escalations within two hours."

Postini has used AppExchange to create and launch three unique on-demand applications built with the AppExchange Builder developer environment, including:

  • Support Portal — includes personalization and self-service case management tools to ensure premium customers receive the appropriate level of support and timely issue resolution; automatically notifies management if issue is not being addressed
  • Requests for Enhancements — incorporates optimized workflows and escalation rules for all customer requests so management has a single view for tracking requests and delivery status; eliminates timely searching and separate reporting processes
  • Training Registration — notifies customers on course availability; captures registrations and automatically sends email confirmations
"Salesforce.com's commitment to providing an easily customizable CRM solution has allowed Postini to reap significant benefits that extend to our customers. In fact, the customization has increased our case feedback rate by 200-fold, allowing us to better serve our customers' needs. As a result, we are more agile in our service response and our customers know their feedback is heard and acted upon." added Bloomquist. "Furthermore, from sales, marketing, product management, to executive management, 75% of our employees use Salesforce.com; empowering us with 360-degree cross-departmental visibility and collaboration that has significantly contributed to Postini's success. We anticipate our 100,000th case using Salesforce Service & Support by the end of this month."

 

About Postini

Postini is the global leader in Integrated Message Management, providing compliance, security, availability, and visibility solutions for corporate email and instant messaging. Postini offers a complete suite of services including message archiving and discovery, spam and virus blocking, and messaging continuity. The company's powerful managed services infrastructure seamlessly integrates with customers' infrastructure, providing uncompromising security for more companies than any other provider in the world. Postini's services protect organizations from a wide range of threats, reduce compliance and legal risks, ensure reliable communications, and enable the intelligent management and enforcement of enterprise policies that protect companies' intellectual property, reputations and business relationships. No other company does more to reduce the cost, risks and complications of securing and managing IP-based messaging for businesses. For more information contact Postini at 866-767-8461, or visit http://www.postini.com.

About Postini

Postini is the global leader in Integrated Message Management, providing compliance, security, availability, and visibility solutions for corporate email and instant messaging. Postini offers a complete suite of services including message archiving and discovery, spam and virus blocking, and messaging continuity. The company's powerful managed services infrastructure seamlessly integrates with customers' infrastructure, providing uncompromising security for more companies than any other provider in the world. Postini's services protect organizations from a wide range of threats, reduce compliance and legal risks, ensure reliable communications, and enable the intelligent management and enforcement of enterprise policies that protect companies' intellectual property, reputations and business relationships. No other company does more to reduce the cost, risks and complications of securing and managing IP-based messaging for businesses. For more information contact Postini at 866-767-8461, or visit http://www.postini.com.