Pan Nordic Logistics Chooses Salesforce.com over mySAP CRM and Generates CRM Success

Leading Swedish Logistics Company Reduces Call Handling Time by 36 Percent and Increases Sales Effectiveness Using Salesforce Service & Support and Salesforce SFA

SAN FRANCISCO — February 2, 2006— Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Pan Nordic Logistics has reduced call handling times by 36 percent and increased sales effectiveness using Salesforce Service & Support and Salesforce SFA. Following a highly successful trial, PNL selected salesforce.com over mySAP CRM, despite the company's extensive SAP back-office infrastructure. A leading Nordics logistics company, PNL is using salesforce.com CRM solutions across five countries and two languages and has created a single, shared view of its growing customer base.

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

"Salesforce offered Pan Nordic Logistics a flexible, easy to use, and efficient on-demand CRM system for a low fixed monthly fee," said Göran Möllebo, Sales Development Manager, Pan Nordic Logistics. "The solution provided us with a fast and cost-effective route to best practice sales processes, all without the burden of buying a costly and complex technology infrastructure. The greatest benefit of using Salesforce is that our sales and customer service teams are now all pulling in the same direction. We have a standard, structured approach to sales management and, at the touch of a button, can understand everything we need to know about each and every prospect, opportunity, customer, and support enquiry."

At the heart of PNL's transport logistics infrastructure is an SAP ERP system, which is used to make each shipment a reality. Until recently, the company was relying on a series of different systems—some paper, some electronic—to target and acquire customers, and manage customer relationships. Each of the territories, Denmark, Finland, Norway and Sweden, were left to their own devices when it came to sales management. This disconnected approach to sales made it difficult for the company to gain visibility into the company sales pipeline and understand the status on deals.

PNL has deployed Salesforce SFA and Salesforce Service & Support in Denmark, Finland, Holland, Norway and Sweden. The sales teams now have a single, comprehensive view of each and every lead, opportunity, account, and contract across any channel (including the Web, face-to-face, telephone, and multiple browser devices). They have the capability to conduct rigorous forecasting, pipeline management, sales analytics, and data quality management. And they have a unified, shared view of collateral, documents, and other assets. Using the rich, easy-to-use sales force automation functionality, PNL is increasing sales effectiveness by tracking, targeting, and acquiring customers more effectively.

The PNL customer service department is using Salesforce Service & Support to manage multichannel service enquiries from customers worldwide. When a customer contacts PNL — to track an order, enquire about their invoice, or set up an account — the system screen-pops the customer's details onto the agent's screen. The agent then uses this comprehensive customer view to administer and resolve the case in the shortest possible time. This unified case management is also shared with the sales teams, so that when a member of the sales team calls on a customer, they too have a real-time view of both the sales situation and the customer service situation as well.

About Pan Nordic Logistics

Established in 1997, Pan Nordic Logistics has the most comprehensive distribution network in the Nordic region. The company assists customers in the Nordic countries to send and receive parcels and pallets worldwide. PNL is owned by the Danish and Norwegian postal companies, is headquartered in Sweden, and employs 150 staff.

About Pan Nordic Logistics

Established in 1997, Pan Nordic Logistics has the most comprehensive distribution network in the Nordic region. The company assists customers in the Nordic countries to send and receive parcels and pallets worldwide. PNL is owned by the Danish and Norwegian postal companies, is headquartered in Sweden, and employs 150 staff.