Business News Powerhouse Uses Web-Based Support Solution Across All Customer-Facing Departments
SAN FRANCISCO, CA — August 27, 2001 — Salesforce.com, the market leader in online customer relationship management (CRM), today announced that Dow Jones Newswires, published by Dow Jones & Company (NYSE: DJ), has standardized its North American sales and customer support operations on salesforce.com's innovative online CRM service. Using the Web-based salesforce.com application across all customer-facing departments, Dow Jones Newswires has substantially improved the efficiency of customer support operations, including significant cost and time savings in IT oversight and maintenance of the new online application.
Dow Jones Newswires chose salesforce.com's award-winning CRM solution on the basis of its powerful integrated customer support management and sales force automation components. Salesforce.com was implemented within a month, providing 100 employees with real-time access to a central repository of customer information and a growing knowledge base of custom solutions to common customer queries. Collaboration between field sales, inside sales and customer support has improved dramatically since deployment. Administrative time spent tracking customer information has been reduced significantly.
Most importantly, implementing salesforce.com has greatly enhanced Dow Jones Newswires' ability to provide world-class service to its customers. The fast and easy retrieval of the customer's case history, and the knowledgebase of solutions, allow the support team to answer inquires more quickly and more completely, thereby improving customer satisfaction. And since all customer calls are tracked within salesforce.com, the sales team is always aware of what their clients are thinking.
"At Dow Jones Newswires, we live and die by real-time information" said Bob Simon, executive director of business development and operations at Dow Jones Newswires. "Salesforce.com has given us a powerful, cost-effective means of ensuring that the most updated customer information is always available to our sales and support teams so that we can continue to reduce response times and improve service quality."
"Unlike the traditional client-server application providers, our business model relies on the day-to-day success of our customers," said John Dillon, president and CEO of salesforce.com. "We're pleased to support Dow Jones Newswires in delivering the best customer experience — a competitive necessity in the current economic climate."
As the first complete CRM service to be offered online, salesforce.com helps companies like Dow Jones Newswires enhance long-term customer relationships without incurring the failure rates and massive implementation and maintenance costs associated with traditional enterprise client-server applications.
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