Salesforce Positioned as a Leader by Independent Research Firm

Cited as a leader in customer service solutions for enterprise organizations

SAN FRANCISCO—August 11, 2017—Salesforce (NYSE: CRM), the global leader in CRM, today announced that Salesforce Service Cloud was named a leader by Forrester Research in its report The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q2 2017. Service Cloud enables companies to deliver a fast, personalized and intelligent customer experience.

Salesforce received the highest scores among all evaluated vendors in the strategy and market presence categories. The report states that, “Salesforce is a Leader in the evaluation with its continued momentum in making large, complex customer service deals”, additionally, the report notes Salesforce’s “strong across-the-board capabilities”, including field service capabilities, knowledge management and augmented reporting, powered by Einstein AI.

“Today, your brand is defined by the customer service that you provide. As customer expectations continue to grow, companies need a world-class platform that spans their entire service organization—from agents in the call center to customers getting help in-app and mobile workers delivering service in the field," said Bill Patterson, SVP and GM, Service Cloud, Salesforce. “Service Cloud does just that—enabling companies to make service a competitive differentiator by providing them with everything they need to deliver faster, smarter and more personalized customer experiences.”

Service Cloud, the world’s #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Across every channel—whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products—Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences. Built on the Salesforce Lightning component-based framework, companies can easily configure and setup Service Cloud for their organizations in a single day. On average, companies that have deployed Service Cloud have seen a 31 percent faster case resolution, 28 percent increase in agent productivity, 26 percent increase in customer retention, 22 percent decrease in support costs and a 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce.

Additional Information
The Forrester Wave™ Customer Service Solutions For Enterprise Organizations, Q2 2017 is available here: https://www.salesforce.com/form/service-cloud/2017-forrester-wave-customer-service-solutions.jsp
To learn more about Service Cloud please visit: https://www.salesforce.com/products/service-cloud/overview/
Discover how Service Cloud can help companies deliver personalized service to their customers via Trailhead: https://trailhead.salesforce.com/trail/service_cloud

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