Leading real-time currency dealing and pricing company also leverages Supportforce to manage global staffing operations
SAN FRANCISCO — June 6, 2005 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Global Forex Trading, a leading provider of real-time currency dealing, pricing and comprehensive services for retail and institutional foreign exchange traders, is using Supportforce to enhance customer response efficiency by better managing its technical support staff operations and obtaining key customer analytics at a glance.
Global Forex Trading is one of the 15,500 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of April 30, 2005.
"Supportforce has allowed us to manage our growth and maintain the high level of service our customers have come to expect from us," said Muhammad Rasoul, executive vice president and chief operating officer of Global Forex Trading. "Supportforce gives us the ability to analyze when to shift staff to day or night shifts, depending on customer demand. It even helps us extend our technical support department's hours, based on detailed caseload data. This information helps us better understand our workload and review when it's time to bring new hires into our support department."
Global Forex Trading's technical support personnel use Supportforce's performance dashboard to access key support benchmarks and critical corporate metrics, all via a Web browser. This provides department leads with real-time, at-a-glance insight into how their group is performing. In addition, the performance dashboard shows managers real-time metrics that can drive scheduling and allocation decisions. And users can create custom dashboards that track support contact centers and share the data with a single click.
"The product tracks the amount of time it takes to resolve customer issues, as well as the volume of issues coming in," added Rasoul. "In many cases, we've been able to use the valuable data mined by Supportforce to help decrease turnaround time on these customer issues."
Supportforce is the salesforce.com on-demand customer service application, launched with the support of leading contact center infrastructure providers including Alcatel, Aspect Communications, Avaya, Cisco and Genesys (an Alcatel company). The culmination of five years of on-demand leadership and development, Supportforce includes state-of-the-art customer service functionality, complete customization, full integration with existing contact center infrastructure via the Sforce Telephony API (STAPI), and global capabilities for supporting a worldwide customer base.
Global Forex Trading also chose Supportforce because of the ease of customization enabled by the Customforce toolkit.
"We've done a lot with the customizable fields, especially with web-generated leads," said Rasoul. "We can push relevant information into Salesforce, and have created custom fields for areas such as annual net income, years of experience and what other markets prospects trade. It's a fantastic way to let our salespeople take a look at a particular profile in order to effectively tailor a sales presentation."
With Customforce, salesforce.com 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 15,500 companies to leverage the simplicity, power, and success of on demand to create 15,500 unique CRM editions. Customforce makes Salesforce the world's most customizable CRM.
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