Helicopter services company selects salesforce.com over Siebel for CRM success
SAN FRANCISCO, Calif. — January 27, 2005 — the technology and market leader in on-demand customer relationship management (CRM), today announced that Keystone Helicopter, one of the largest and oldest helicopter services companies in the United States, is using Salesforce.com to successfully manage and share consolidated customer information regarding its core helicopter maintenance business.
Keystone selected salesforce.com over Siebel Systems [NASDAQ: SEBL] for CRM based on salesforce.com's proven success in implementations for companies of all sizes and company-wide commitment to customer success. The availability of Supportforce, salesforce.com's on-demand customer service solution from salesforce.com, was also an important factor in Keystone's decision.
Keystone is one of the 13,300 companies of all sizes that comprised the salesforce.com customer base as of Dec. 31, 2004.
"We've been in business since 1953 and take the customer relationships we've developed over the last 50 years extremely seriously," said Rick Hinkle, vice president, program development. "We wanted the best CRM, period. Salesforce.com had the full range of features and functionality we needed, including customization and integration capabilities, the largest installed base and glowing reviews and references."
"On the IT side, we were in the middle of a big software implementation when we started looking at CRM," added Dick Moore, director of IT, Keystone. "We didn't want to add to the cost and complexity by starting another. Salesforce.com was the perfect fit - the only solution that made great business and IT sense."
With Salesforce.com, Keystone can leverage the benefits of a 17th generation CRM solution, as well as new innovations including the Customforce toolkit for rapid, easy customization. Real-time dashboards provide analytics and insight for management, while Keystone's sales representatives can securely manage and share information using the on-demand CRM top-ranked for usability and user friendliness. Keystone has also extended the system to streamline its collections processes and ensure that these potentially sensitive conversations are visible to the appropriate team members serving a given account.
"The answer to the question of 'Can we do this with Salesforce.com?' is always 'Yes'," said Moore. "There is often a lag of three or four months between the time a service deal closes and a helicopter actually comes in for maintenance. With Salesforce.com, we've been able to create a set of automatic alerts that ensure that the right people are ready at the right time. This sort of thing seems simple, but it has a huge impact on our business and our success."
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