newScale Switches to to Support Sales & Service Success's integration capabilities and strong sales, marketing and support functionality allow newScale to increase user adoption and provide superior customer support while gaining better business insight

SAN FRANCISCO, Calif. — October 20, 2004 — (NYSE: CRM), the technology and market leader in on-demand customer relationship management (CRM), today announced that newScale®, Inc., the market leader in service delivery management software, has replaced Siebel (NASDAQ: SEBL) CRM OnDemand—UpShot Edition with's award-winning CRM service.

Since migrating to in June 2004, newScale has increased end user adoption and satisfaction while improving visibility into leads and inquiries. Data formerly housed in discrete databases has been fully integrated into, and is now available for reports and analysis to provide newScale with a rich understanding of its overall business. newScale also is in the process of implementing a Supportforce customer self service portal to ensure high customer satisfaction and self-reliance, while reducing support costs.

"We did a thorough review of our existing solution and our needs going forward as a rapidly growing enterprise software company," said David Satterwhite, senior vice president, worldwide sales, newScale. "In the end, we decided to switch to because we felt the company was committed to the on-demand model, had a strong product vision for the future, and was 100% focused on our success."

In the past year, newScale more than doubled its number of enterprise customers. This rapid growth placed new demands on CRM in areas including database and Web integration, field sales support, and marketing campaign management. Complete visibility into customer leads and inquiries became essential to improve lead qualification and understand activity at the top end of sales funnel; and the company's increased sales force required a more intuitive and easier-to-use solution.

"We looked at and saw that large companies like as ADP had standardized on as their CRM platform," Satterwhite said. " is clearly committed to on-demand CRM and has the advanced functionality to satisfy companies of all sizes. We also had several employees who had had great success using in the past. The combination of ease-of-use, overall functionality and real visibility led us to" was customized and implemented in less than one month. Data formerly housed in Siebel OnDemand and newScale's homegrown database, as well as prospect and customer data captured from newScale's Web site, has been consolidated and is available on-demand anywhere, anytime. Custom reports can be created in minutes and always contain the most up-to-date customer information. With the new ability to elevate and analyze key data, newScale executives can rapidly identify performance against key sales and marketing metrics.

newScale is in the process of deploying a Supportforce customer self-service portal to open an online support channel that is seamlessly integrated with its sales database. From the self-service portal, support customers will be able to search a solutions knowledge base, log new cases, and check and update their existing cases at their convenience — enabling superior customer service while reducing the case load on newScale's customer support representatives.

"It was a smooth transition to, one we completed in record time," said Satterwhite. "We've increased adoption, provided faster access to key information and increased visibility. It is a great experience to work with a company like that goes out of its way to help you succeed."

newScale is one of the 12,000 companies of all sizes, industries and geographies that comprised the customer base as of September 30, 2004.

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