Major provider of ambulance services signs multi-year contract, easily consolidating information spanning 250 acquisitions to improve business retention and customer service
SAN FRANCISCO, Calif. - August 18, 2003 - Salesforce.com®, the world leader in delivering software-as-service, today announced that American Medical Response (AMR), a major provider of emergency and non-emergency ambulance services, has standardized its sales, marketing and customer support operations on salesforce.com S3. Signing a multi-year contract for the innovative on-demand service, AMR has successfully implemented Enterprise Edition to provide over 150 users nationwide with single-point access to comprehensive customer information spanning 250 acquisitions and several contract types. Management is also using the powerful, flexible application for forecasting and financial modeling capabilities that further contribute to AMR's success.
"With salesforce.com's software-as-service model, we easily were able to consolidate multiple databases and then turn on CRM functionality nationwide for all employees - at one time with no major IT investment," said Roylene Rhodes, vice president at AMR. "Salesforce.com S3 gives us the flexibility to create the fields we need to monitor and benchmark our business so that, for the first time, we can measure effort and progress on our nationwide initiatives for increased success without the costs of traditional software."
Since 1992, AMR has acquired over 250 ambulance services to create a comprehensive emergency and non-emergency transport solution for hospitals, government, and private companies across the country. The company turned to salesforce.com S3 to consolidate the critical customer information from this wide range of acquisitions, as well as standardize company nationwide processes. During a month-long implementation, AMR rapidly customized the flexible on-demand service to support its forecasting processes, financial modeling and business retention initiatives. Crediting salesforce.com S3 for improved visibility into its national business, AMR is now directly extending software-as-service benefits to its customers through a customer self-service portal, an online support channel that is seamlessly integrated with AMR's Web site.
"Salesforce.com is entirely focused on CRM success for each of its 7,100 customers - on their own terms," said Marc Benioff, chairman and CEO of salesforce.com. "Salesforce.com S3 delivers the flexibility to modify capabilities to match unique business processes, along with the functionality to ensure success without the cost and risk of software deployment. This formula, along with the strong integration capabilities offered by sforce as part of salesforce.com S3, meet the business-critical needs of customers like AMR, and is the key to our profitability and market success."
AMR has made process re-engineering a central piece of its CRM initiative. With teams already trained on Miller Heiman's sales process, the company was eager to ensure that process and technology worked seamlessly together to support its goals. Through turnkey integration of salesforce.com with Miller Heiman's sales process, AMR quickly improved its ability to consistently apply Miller Heiman's Conceptual Selling® and Strategic Selling® methodologies towards winning business.
"Salesforce.com and Miller Heiman changed our terminology, the way that we talk together," Rhodes continued. "We have a consistent set of national processes, and the real-time information to make them work as successfully as possible."
With more than 7,100 customers and 95,000 subscribers worldwide, salesforce.com is the world's most successful application utility and the first profitable software-as-service provider. Salesforce.com S3 allows the scalable, secure management of sales force automation, campaign management, customer service and support, as well as documents and files. Salesforce.com S3 is built on sforce, the salesforce.com client/service application system, allowing it to be easily customized by tools from BEA (NASDAQ: BEAS), Borland, Microsoft (NASDAQ: MSFT), and Sun (NASDAQ: SUNW). The new salesforce.com Integration Server powered by TIBCO (NASDAQ: TIBX), available to salesforce.com S3 customers, offers integration with almost every corporate system including SAP (NYSE: SAP), Oracle (NASDAQ: ORCL), PeopleSoft (NASDAQ: PSFT), and Siebel (NASDAQ: SEBL) applications.
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