Enterasys Generates More Than $100,000 in Annual Savings with Salesforce Service & Support Deployment

Customized Dashboards Increase Account Visibility, Help Enterasys Reach 92% Customer Satisfaction Rating

SAN FRANCISCO, Calif. — December 19, 2005 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Enterasys [NYSE: ETS] is saving more than $100,000 annually through its deployment of Salesforce Service & Support. A manufacturer of industry-leading enterprise secure networking hardware and software solutions, Enterasys deployed Salesforce Service & Support in its Global Technical Assistance Center to further improve service quality and call resolution for its more than 25,000 enterprise customers. The company has been able to realize its results through significant call agent efficiency gains and better customer responsiveness and visibility.

Enterasys is one of the 18,700 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of October 31, 2005. Revenue and subscribers will be recognized as the service is delivered.

"We have been able to revolutionize our call center management by using cutting edge CRM applications from salesforce.com," said Mike Ferris, Director Service Technology, Global Technical Assistance Center, Enterasys. "Salesforce Service & Support has helped us improve our already strong customer service offerings while reducing our overall support costs. We are extremely pleased that Salesforce Service & Support helped us achieve a 92% customer satisfaction score in 2005."

By implementing survey response management with Salesforce Service & Support, Enterasys is able to detect early warning indicators of potentially dissatisfied or at risk customers and has the real-time capabilities to act immediately and coordinate across all departments. By detecting which customers may be at risk and taking the appropriate actions, Enterasys has been able to drive high levels of customer loyalty and satisfaction.

Additionally, Enterasys was seeking ways to accelerate call center agent and management productivity, as well as strengthen customer loyalty and modernize its call center operations. Using Salesforce Service & Support, Enterasys was able to quickly and easily build customized dashboards to provide both agents and management complete visibility into the critical areas of their call and operation centers. These customized dashboards include engineering escalation management, to ensure that product and customer trends are coordinated with engineering, and support revenue at risk, which flags sales teams with deals that are at risk.

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