DecisionOne Realizes Return on Investment of 1150% in the First Year with State-of-the-Art CRM from

Business services provider hits breakeven point four months after implementation, impacting profits by more than $300,000 monthly

SAN FRANCISCO, Calif. - March 8, 2004 -®, the global leader in on-demand customer relationship management (CRM) services, today announced that DecisionOne, North America's largest independent provider of technology support services, has generated a return on investment of more than 1150% over the past year, due in significant part to's state-of-the-art CRM service.

DecisionOne deployed's on-demand CRM solution within 30 days of choosing over Siebel (NASDAQ: SEBL) and SAP (NYSE: SAP). Using standard industry analyst methodology, an internal study has determined DecisionOne reached the breakeven point in its CRM investment just four months after implementation. DecisionOne estimates that the major revamping of its sales processes, including installing new management, refining strategy and market positioning, replacing more than half of the sales team and implementing is positively impacting profits by more than $300,000 monthly.

"Thanks to the insight provides into our pipeline and account relationships, we have substantially increased our win rates, average deal sizes, renewal rates and add-on businesses," said Frank Tait, vice president of marketing for DecisionOne. "Going with was one of the best decisions we've made."

DecisionOne's 154-person team is using's proven features, intuitive user interface and state-of-the-art functionality to maintain and share up-to-the-minute customer and prospect information. Its national account teams access information, collaborate and respond to customer needs in real time.

The ability to run its operations on real time data has generated immediate benefit. The sales team increased its efficiency, and senior management has much greater insight into its prospect and sales data. The result has been a 68% increase in DecisionOne's new deal win rate, as well as a more accurate revenue forecast.

With, management can also track high-level, real-time customer information and then drill down to explore more granular data such as baseline revenue by account or renewals by account. DecisionOne has realized additional profit impact through a 73% increase in the value of add-on deals.

"DecisionOne's experience demonstrates the incredible value that can be generated by state-of-the-art on-demand CRM from," said Marc Benioff, chairman and CEO, "As the clear market leader, we will continue to deliver proven functionality and capabilities along with the best user experience that makes a success with thousands of customers every day."

A complete breakdown of DecisionOne's CRM ROI, as well as information on intangible benefits not included in the ROI calculation, is available through

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