Customized online case capture and workflow automation replaces expensive email management system in world's largest apparel company
San Francisco, Calif. - March 22, 2004 - Salesforce.com, the global leader in on-demand customer relationship management (CRM) services, today announced that VF Imagewear, a division of VF Corporation (NYSE: VFC), the world's largest apparel company, has standardized on salesforce.com's state-of-the-art Winter '04 service. VF Imagewear selected salesforce.com over client/server software to rapidly unify more than 26,000 accounts across six different business units.
The 60-day implementation included Lotus Notes integration and the replacement of an email management system with customized online case capture and workflow automation functionality. Additional integration is planned upon completion of a new order management system currently in production.
"The high level of functionality and integration provided by salesforce.com has helped us create new efficiencies and gain broader insight into operations spanning all business units," said Kevin Walsh, vice president, sales, VF Imagewear. "We've even been able to get rid of an expensive email management system—an unexpected but substantial improvement to our bottom line. We're a true CRM success story, no doubt about it."
VF Imagewear has realized significant cost savings from the replacement of an existing email management system with salesforce.com, and has increased efficiency of its customer service operations. Online case capture from custom VF Imagewear web sites, in tandem with customized workflow automation, enables customer inquiries and feedback to be directly populated into salesforce.com. Inquiries are routed to the appropriate customer service professionals who can respond with HTML email templates housed in salesforce.com. VF Imagewear is then able to analyze inquiries to proactively improve customer service.
"Large enterprises are embracing the on-demand model as the only way to effectively handle CRM requirements," said Marc Benioff, chairman and CEO, salesforce.com. "Salesforce.com is the market leader because only salesforce.com delivers the customization, integration and state-of-the-art functionality that our 9,000 customers need to succeed at CRM."
Salesforce.com allows for the scalable, secure management of sales force automation, customer service and support, marketing automation, and documents, files and contracts. Salesforce.com also recently announced sforce 2.0, the next generation of the salesforce.com on-demand application server. Open, secure and reliable, the sforce 2.0 on-demand application server is the world's first platform for customizing, integrating and extending salesforce.com to meet specific business needs.
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