Supportforce meets all functional requirements at less cost and risk than software alternatives
SAN FRANCISCO, Calif. — November 22, 2004 — Salesforce.com (NYSE: CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that JBoss®, Inc., the Professional Open Source company, has selected Supportforce to easily manage and share customer service and support information throughout the JBoss Services organization for the provision of JBoss Professional Support. After a thorough evaluation, JBoss determined that Supportforce delivered greater integration and reduced implementation risk and cost.
JBoss, a salesforce.com customer since August 2003, estimates that it will save more than $125,000 over the next year by choosing not to install and maintain in-house servers associated with customer service software. Supportforce is currently available to all existing salesforce.com customers as part of its award-winning CRM service at no additional cost.
JBoss is one of the 12,500 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of Oct. 31, 2004.
"We took a long hard look at Supportforce versus software," said JBoss CEO Marc Fleury. "Supportforce successfully beat out two other leading enterprise support solutions based on both functionality and total cost of ownership."
JBoss has achieved 98 percent user adoption of on-demand CRM nationwide. Seeking to meet its expanded customer support requirements, the company began to investigate traditional client/server applications in tandem with evaluating Supportforce. JBoss found that Supportforce met its functional requirements, while offering greater integration flexibility through the sforce Telephony API (STAPI).
Because there is no software to install or maintain, and because Supportfore.com is currently available to all existing salesforce.com customers as part of its award-winning CRM service at no additional cost, JBoss is also able to dramatically reduce its total cost of ownership (TCO) while providing its customer service teams with state-of-the-art automation.
"Salesforce.com is serious about the customer service and support market," added Brad Murdoch, JBoss vice president of services. "From our past experience, we know that salesforce.com is passionate about CRM success. It is a winning combination and we look forward to working with salesforce.com to meet our goals across our customer-facing operations."
Supportforce is the salesforce.com on-demand customer service application, launched with the support of the leading contact center infrastructure providers including Alcatel (NYSE: ALA, Paris: CGEP.PA), Aspect Communications (NASDAQ: ASPT), Avaya (NYSE: AV), Cisco and Genesys (an Alcatel company). The culmination of five years of on-demand leadership and development, Supportforce includes state-of-the-art customer service functionality, complete customization, full integration with existing contact center infrastructure via the sforce Telephony API (STAPI), and global capabilities for supporting a worldwide customer base.
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