Salesforce.com replaces high-cost and resource-intensive client-server software system
SAN FRANCISCO, CA — September 30, 2002 — Salesforce.com, the market leader in online customer relationship management (CRM), today announced that Vital Link Business Systems, the market leader in remote management solutions for restaurants, bars and retail/service establishments, has standardized on salesforce.com for a 360-degree customer view, integrating sales, marketing and customer support information. Vital Link was using a traditional client/server system for the customer support component of CRM, which was extremely expensive and resource-intensive, but switched to salesforce.com once its needs grew for an integrated, full-scale CRM system. Within 10 days, Vital Link was up and running on salesforce.com's comprehensive Enterprise Edition for a fraction of the cost, fraction of the risk, and fraction of the time of traditional software packages.
Previously, Vital Link's sales, marketing and customer service information for its Remote Video Monitoring Beverage Tracker and POS products was spread across various spreadsheets and databases, making it difficult to effectively evaluate the customer life cycle. Vital Link realized it needed a highly integrated solution that would allow it to manage the pipeline, provide an accurate forecast and determine the performance of its marketing and customer service efforts. While the company already invested in a leading client/server package for customer support, Vital Link knew the existing implementation couldn't scale to meet its growing needs. The client/server system was too costly, too complex to get the entire organization to adopt the system, and required too much involvement from IT and outside consultants. When Vital Link discovered salesforce.com, the company was an instant fan of the Web services-based solution, because it was affordable, easy to use and could be quickly deployed.
"Vital Link immediately fell in love with salesforce.com's comprehensive online CRM solution," said Ciaran OBroin, marketing manager of Vital Link Business Systems. "Within days, and without IT involvement, salesforce.com gave us a 360-degree view of our customer data. We can finally determine the customer lead source, manage the pipeline, justify our marketing investment and better service our customers, because real time, pertinent information is at our fingertips. Salesforce.com not only provides the functionality we need, but it's affordable -- a key criterion in a tough economic climate."
Vital Link Business Systems joins a growing list of companies that have switched to salesforce.com because of frustration with high costs, complex products, and lengthy or unsuccessful implementations of client/server software. According to many analyst firms, enterprise CRM software, such as offerings from Siebel [NASDAQ: SEBL], PeopleSoft [NASDAQ: PSFT], and SAP [NYSE: SAP], fail to meet expectations over 50 percent of the time. Chuck Phillips of Morgan Stanley in Optimize Magazine (April 2002) has estimated that $130 billion in enterprise technologies purchased in the last two years has not been implemented, and that 40 percent of all enterprise software purchased is never installed.
"We are pleased to provide companies of all sizes and from a variety of industries with a powerful, comprehensive, easy to use CRM solution at an affordable price," said Marc Benioff, chairman and CEO of salesforce.com. "Customers like Vital Link continue to realize the benefits of choosing a Web services based solution over traditional software systems -- no more headaches, hassles and costly implementation cycles."
Salesforce.com currently has more than 5,000 customers for its online CRM solution, including global leaders such as Le Meridien, Autodesk, and USA Today. Salesforce.com delivers its CRM solution as an online information utility via a Web Services infrastructure. In the past year, salesforce.com has added more CRM customers than Siebel (NASDAQ: SEBL), PeopleSoft (NASDAQ:PSFT), Oracle (NASDAQ: ORCL), and SAP (NYSE: SAP) combined.