R. L. Polk & Co. Revs Up Automotive Information Solutions for 250 Employees with Salesforce.com Winter '04

On-demand solution chosen for state-of-the-art CRM, customization, flexible integration and rapid implementation

SAN FRANCISCO, Calif. - January 5, 2004 - Salesforce.com, the world leader in delivering on-demand applications, today announced that R. L. Polk & Co., the premier provider of automotive information and marketing solutions, is using salesforce.com Winter '04 to give more than 250 sales and support employees flexible access to streamlined customer information. A privately held company founded in 1870, Polk is the oldest consumer marketing information company in America and has offices worldwide.

"Salesforce.com gives us flexibility in consolidating our various customer contact databases, a rapid implementation cycle and a lack of impact on our IT resources not found in other CRM solutions," said Wanda Dembeck, vice president of quality, R. L. Polk & Co. "It was very important for us to move quickly. With salesforce's on-demand model, we did not have to bear the burden of implementing a traditional software and hardware solution, which allowed us to get up and running very rapidly."

Polk is using salesforce.com Winter '04 for sales force automation, forecasting and pipeline management, and customer service and support. Much of its business is generated from existing customer relationships, mandating the critical need for a robust service and support component. With customization and integration features in salesforce.com Winter '04, sales and service employees have a complete history and current picture of every customer and therefore can better serve their business needs.

"Delivering a tightly integrated customer service and support solution is crucial to improving the productivity of customer support teams," said Marc Benioff, chairman and CEO, salesforce.com. "State-of-the-art customization and integration features in salesforce.com Winter '04 have enabled a low risk, highly successful implementation of on-demand CRM for R. L. Polk & Co."

Using salesforce.com Winter '04, Polk integrated and consolidated contact and customer information from sales and support teams, customer service representatives, help desk and internal quality control groups, as well as non-customer facing groups such as production teams and data operations to become a truly customer-focused company. Now, Polk management uses salesforce.com for granular pipeline reporting on customers to see exactly where they are in the sales cycle, what issues are occurring and how they are being managed. Salesforce.com is also being used for performance analysis, to track corrective actions on customer issues and to eliminate any recurring quality concerns.

"Salesforce.com has become our quality management system, not just our CRM system," continued Dembeck. "Because of the business advantages we've realized with salesforce.com, we next would consider expanding usage to integrate forecasting more closely with our existing financial systems."

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