Leading email security provider migrates to salesforce.com's integrated CRM product including Supportforce for customer service
SAN FRANCISCO — April 27, 2005 — Salesforce.com [NYSE: CRM], the market and technology leader in on-demand customer relationship management (CRM), today announced that Tumbleweed Communications Corp. [NASDAQ: TMWD], is using Supportforce and Salesforce to optimize customer acquisition, retention and satisfaction. Salesforce.com's integrated CRM solution is an important aspect of Tumbleweed's concentration on customer base expansion, satisfaction and retention. Tumbleweed migrated to Supportforce in a single weekend and achieved full worldwide adoption of the integrated service in two weeks.
Tumbleweed signed on as a customer in October 2002 and is one of the 13,900 companies of all sizes that comprised the salesforce.com customer base as of Jan. 31, 2005.
"We were looking for a solution that fit our needs and was intuitive to our users," said Tumbleweed CEO Jeffrey C. Smith. "We've succeeded with Salesforce and Supportforce."
By accessing a single system to manage and share the full range of information on customers from lead through customer support inquiry, Tumbleweed has slashed the time spent on internal communications and provided new visibility into account activity. Forecasts, which were previously manually assembled through Excel spreadsheets, are now immediately available to Tumbleweed executives. A full range of custom reports and dashboards deliver real-time insight and help measure and set priorities for lead-generation efforts, sales activities and customer service initiatives.
With Customforce, salesforce.com provides every company the power to be unique. Representing a major breakthrough beyond cookie-cutter vertical solutions, Customforce enables ordinary business users to easily customize their CRM and create new on-demand applications through a simple point-and-click interface. Built into Salesforce and Supportforce, Customforce enables 13,900 companies to leverage the simplicity, power, and success of on demand to create 13,900 unique CRM editions. Customforce makes Salesforce the world's most customizable CRM.
Tumbleweed has also successfully used Supportforce, salesforce.com's on-demand customer service tool, to improve internal collaboration between support centers located at its Redwood City, Calif., headquarters; Sofia, Bulgaria; New York City; Bangalore, India; and London. Using Supportforce, salespeople have full visibility into their accounts, thus freeing support representatives to focus entirely on resolving customer inquiries. In addition, Supportforce can be readily accessed from any Web browser at any location.
"Our customers are clearly more satisfied this year as compared to last with our support," said Pankaj Bhardwaj, Vice President of global support and IT, Tumbleweed. "We run an annual survey and our customer satisfaction has increased significantly with Supportforce. Now our customers are our champions."
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/eu/, or call 00800 7253 3333.