Initiate Systems Chooses and Supportforce over Siebel for Complete CRM Success

Increased sales, marketing and service productivity and responsiveness help drive double digit annual revenue growth

SAN FRANCISCO — April 27, 2005 — [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Initiate Systems, Inc. is using complete, customized on-demand CRM from to improve sales and marketing productivity and efficiency, increase customer satisfaction and gain new management insight. A leading provider of customer data integration software and services for the on-demand enterprise, Initiate Systems has used Salesforce to achieve double digit annual revenue growth and establish market dominance for its healthcare practice.

Initiate Systems selected over Siebel Systems for more robust on-demand CRM. In evaluation, Initiate Systems found Salesforce to be the only CRM that could be easily customized to track and report on Initiate Systems' sales and service data. This includes custom dashboard analytics that deliver a real-time snapshot of business segments for management. Initiate Systems selected Salesforce because of its top-ranked usability, easy Web integration for marketing campaign management, and integrated customer support functionality through the Supportforce on-demand customer service tool.

Initiate Systems is one of the 13,900 companies of all sizes that comprised the customer base as of Jan. 31, 2005.

"Our business is enabling organizations to link and match customer data housed in multiple back-end systems and facilitate a trusted system of record for all an enterprise's customer data. We help CRM systems take advantage of data stored in other applications and make point-of-service users of systems like Salesforce more effective" said Bill Conroy, president and CEO, Initiate Systems. "For our internal CRM, it was essential that we turn to a company that supports our vision for customer data integration. distinguished itself with its open architecture, customization capabilities, easy to use reporting and dashboards, and usability features of the application itself."

Salesforce was implemented in four weeks with minimal IT involvement to allow sales, marketing, customer service and executive teams to share and manage consolidated prospect and customer information. In addition to customizing its CRM to match its own terminology and processes, Initiate Systems also quickly created a number of custom reports to track sales forecasts, partner activity, customer references and customer support cases. The executive team manages its business from a set of custom dashboards that can be viewed at any time.

With Customforce, provides every company the power to be unique. Representing a major breakthrough beyond cookie-cutter vertical solutions, Customforce enables ordinary business users to easily customize their CRM and create new on-demand applications through a simple point-and-click interface. Built into Salesforce and Supportforce, Customforce enables 13,900 companies to leverage the simplicity, power, and success of on demand to create 13,900 unique CRM editions. Customforce makes Salesforce the world's most customizable CRM.

Salesforce's integrated campaign management functionality has also delivered unforeseen benefits for Initiate Systems. Mass email capabilities streamline customer communication and leads from its Web site are automatically captured in Salesforce. This allows Initiate Systems to track campaign response and effectiveness. On the service side, an integrated customer support center provides a complete case history to customer service representatives for faster resolution of inquiries and improved service levels.

"We now have an our sales, marketing, and service teams working from the same prospect and customer information with a view into activities so that executive management is better able to plan, forecast, and direct," said Conroy. "And we have it on our own terms — the Initiate Systems version of Salesforce. With Salesforce, we will continue to grow in 2005."

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