Silverpop Customizes Salesforce Service & Support with AppExchange to Increase Customer Satisfaction

Customization and enterprise-wide visibility enable email marketing services provider to improve workflow and efficiency by approximately 30 percent

SAN FRANCISCO — February 27, 2006 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that long-time customer Silverpop, a leading provider of permission-based email marketing solutions, strategy and services, is achieving ongoing success customizing Salesforce with AppExchange, to manage its growing business demands and service its expanding customer base.

Silverpop began using Salesforce SFA in 2002 and then deployed Salesforce Service & Support in 2004 with outstanding results. Using Salesforce Service & Support, the company has been able to respond to customer questions quickly and efficiently, decrease time spent on project management tasks and increase overall customer satisfaction. By leveraging the AppExchange platform, Silverpop has been able to customize the application to suit the company's specific needs.

Silverpop is one of the 20,500 companies of all sizes that comprised the salesforce.com customer base as of January 31, 2006. Revenue and subscribers will be recognized as the service is delivered.

"Customer service and support is a key element of Silverpop's offerings," said Jeff Newlin, vice present of client solutions. "There is no universal strategy that we apply — every client has unique needs that require specialized attention. The one common denominator is that there needs to be a steady flow of information between us and our clients. One of the main reasons we embraced Salesforce was its customization capabilities, which streamlines our workflow and enables us to efficiently manage accounts and provide greater service to our clients."

Silverpop's client services team relies heavily on Salesforce Service & Support for account management. This includes designating support assignments, managing escalation and meeting service level agreements (SLAs). Silverpop used AppExchange to develop efficient workflow and to customize client management functions so that the application aligns precisely with the company's processes. For example, Silverpop has created custom tabs for generating statements of work, accessing client product information and reviewing contact history.

According to Steve Schultz, director of client services, the Salesforce solution has increased Silverpop's organizational efficiency, particularly in the areas of customer retention and client services' SLA success rates. Since deploying and customizing Salesforce Service & Support in July 2004, Silverpop's client services team has improved efficiencies on key management projects by approximately 30 percent.

"I can create a workflow management system incorporating seven project phases using AppExchange. We fulfill and send several hundred mailings a month, and each is logged and tracked in Salesforce," Schultz said. "Our staff and clients have the knowledgebase and the visibility to manage this workload efficiently. We can look at what state a project is in at any time. Average project management time has been significantly reduced by the added efficiencies we've gained. Salesforce enables us to manage additional project volume while maintaining high levels of quality and service. This improved efficiency is a direct result of the Salesforce-driven workflow that we've instituted and the capabilities that the solution has given us to execute projects more efficiently."

About Silverpop

Silverpop is a leading provider of permission-based email marketing solutions, strategy and services, with offices throughout the United States and in the United Kingdom. For the second year in a row, in 2005 Jupiter Research ranked Silverpop as the email service provider with the highest overall value for emailers with lists of over 150,000 recipients. Jupiter's annual evaluation of email service providers said "Silverpop offers one of the most complete email marketing applications, and together with its very usable interface, makes an excellent value for marketers." Best practices and white papers are available at www.silverpop.com.

About Silverpop

Silverpop is a leading provider of permission-based email marketing solutions, strategy and services, with offices throughout the United States and in the United Kingdom. For the second year in a row, in 2005 Jupiter Research ranked Silverpop as the email service provider with the highest overall value for emailers with lists of over 150,000 recipients. Jupiter's annual evaluation of email service providers said "Silverpop offers one of the most complete email marketing applications, and together with its very usable interface, makes an excellent value for marketers." Best practices and white papers are available at www.silverpop.com.