Nelnet Chooses Supportforce from for Dynamic Customization Capabilities

Education finance company chooses Salesforce with Customforce on-the-fly customization tool over other vertically oriented solutions

SAN FRANCISCO — April 12, 2005 — [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Nelnet [NYSE: NNI] is personalizing Supportforce, the on-demand customer support solution from, with's tool for rapid and easy customization, Customforce.

Nelnet, a user of Supportforce since April 2004, is one of 13,900 companies of all sizes that comprised the customer base as of Jan. 31, 2005. Based in Lincoln, Neb., Nelnet, which offers a broad range of student loan and financial services and technology-based products, including student loan origination and lending, guarantee servicing, and a suite of software solutions, is leveraging the benefits of a 17th-generation CRM solution by utilizing Supportforce, as well as new innovations including Customforce.

"We knew that a traditional CRM solution wouldn't be flexible enough for the way we do business," said Ray Ciarvella, Chief Information Officer of Nelnet. "Because we're fielding a wide variety of questions from our customers, we're constantly changing the way we manage and organize cases, and the way that data is reported to other parts of the company. Supportforce lets us make those dynamic changes, no matter how we need to view the information."

Nelnet has also customized Supportforce by allowing anyone in the support organization to become a stakeholder in a particular customer case, and to search and update cases for which they're named as stakeholders. With this customized feature, Nelnet has created a "community" of people who can solve customer problems even if they're not case owners. Supportforce is also helping Nelnet reduce the administrative workload for its support staff, allowing them to handle more cases in less time.

"Because Supportforce is so user-friendly, we've seen extremely high adoption rates for the solution, even among our users who don't consider themselves technically savvy" said Ciarvella. "They"ve become very excited about using Supportforce to solve problems and to get closer to our customers."

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.

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