American Medical Response Realizes Return on Investment of More Than 500% Over 12 Months with Winter '04 On-demand CRM

Major provider of ambulance services hits breakeven point in seventh month of multi-year contract, impacting profits by $250,000 monthly

SAN FRANCISCO, Calif. - December 8, 2003 -, the world leader in delivering on-demand applications, today announced that American Medical Response (AMR), a major provider of emergency and non-emergency ambulance services, has generated a return on investment of more than 500% using's Winter '04 on-demand customer relationship management (CRM) service. Using standard industry analyst methodology, an internal study determined AMR reached the break-even point of their costs seven months after implementing and has impacted profits by more than $250,000 monthly.

"On-demand CRM service from is directly impacting our bottom line," said Roylene Rhodes, vice president at AMR. "Even with no major IT investment, our nationwide deployment of Winter '04 is generating better results than we expected. With, we have consolidated redundant systems, streamlined sales and support processes, and grown our business by strengthening our relationships with our customers." Winter '04 adds dozens of new state-of-the-art customization, globalization and integration capabilities and features including workflow, real-time alerts, analytics, dashboards, contract management and the sforce 2.0 on-demand application server. AMR standardized its sales, marketing and customer support operations on, successfully implementing the on-demand CRM service to provide over 150 users nationwide with single-point access to comprehensive customer information spanning 250 acquisitions and several contract types. Management has been able to use the powerful, flexible application for forecasting and financial modeling to track AMR's success, and experienced a rapid return on investment. has helped AMR to increase their volume of transports and their transport revenue while improving customer relationships and retention.

"Enterprise customers worldwide are realizing the benefits of on-demand CRM from," said Marc Benioff, chairman and CEO, "As AMR discovered, the kind of business and customer relationship results that can be achieved with the state of the art integration and customization capabilities in Winter '04 make the cost and risk of client/server CRM software deployment unnecessary."

Since 1992, AMR has acquired over 250 ambulance services to create a comprehensive emergency and non-emergency transport solution for hospitals, government, and private companies across the country. The company originally turned to to consolidate and integrate the critical customer information from this wide range of acquisitions, as well as standardize company processes nationwide. During a month-long implementation, AMR rapidly customized the flexible on-demand service to support its forecasting processes, financial modeling and business retention initiatives.

With 8,400 customers and 120,000 subscribers worldwide, is the world's most successful on-demand application utility and the first profitable software-as-service provider. allows for the scalable, secure management of sales force automation, customer service and support, marketing automation, and documents, files and contracts. also recently announced sforce 2.0, the next generation of the on-demand application server. Open, secure and reliable, the sforce 2.0 on-demand application server is the world's first platform for customizing, integrating and extending to meet specific business needs.

About is the world’s largest provider of customer relationship management (CRM) software. For more information about (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase applications should make their purchase decisions based upon features that are currently available. has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit, or call 800 1301 448 (Singapore) or 800 967 655 (Hong Kong) or +65 6302 5700.