More than 2,000 SunTrust Employees to Be Standardized on in Largest Deployment of On-Demand CRM

Deep customization, bi-directional legacy system integration, and Professional Services' expertise and implementation success key factors in SunTrust's decision to roll out across its Commercial line of business

SAN FRANCISCO, Calif. - February 25, 2004 -, the global leader in on-demand customer relationship management (CRM) services, today announced that SunTrust Banks, Inc, one of the nation's largest commercial banking organizations, will standardize more than 2,000 employees on's proven CRM service. SunTrust chose to enhance collaboration, as well as customer service and retention, across its Commercial line of business.

SunTrust will work with the seasoned professional services team to configure to the needs of the Commercial line of business and help drive integrated sales processes and methodology. In addition, bi-directional integration between and SunTrust's legacy Customer Relationship System (CRS) provides for new levels of automation, while delivering a superior user experience through the intuitive interface.

"We evaluated a number of CRM solutions, but decided provided us with a cost effective, quick-to-market solution," said Ernie Megazzini, senior vice president of Enterprise Information Services at SunTrust. He added that "the service expertise, strong functionality, integration, and customization capabilities required to handle the complexities of a 2,000+ user implementation are less daunting with a subscription based service."

SunTrust Bank had previously deployed Winter '04 edition to a pilot group of users, integrating the CRM solution with relevant portions of its existing CRS system. SunTrust sales professionals use for all opportunity, pipeline, account, and case management, taking advantage of new levels of automation while accessing relevant data housed in CRS for increased efficiency and effectiveness. SunTrust has already realized immediate benefit from the limited deployment in terms of an increase in the amount of selling time available to its relationship managers.

"With SunTrust's 2,000-user commitment, the largest of its kind for any on-demand CRM provider, has advanced its position as the proven market leader in CRM services," said Marc Benioff, CEO and chairman, "Companies of all sizes, from small businesses to Fortune 500 organizations such as SunTrust, rely on to deliver the expertise, functionality, and user experience that meets their exact requirements for on-demand CRM success."

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