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Customer Success

SATO Deploys the Salesforce Customer Success Platform

Global leader in RFID solutions launches Internet of Things initiative

SATO enables higher availability for printers with SATO Online Services

TOKYO—December 4, 2014—Salesforce [NYSE:CRM], the Customer Success Platform and the world’s #1 CRM company, today announced that the SATO Group, a global leader in barcode printing, labeling, and RFID solutions, has deployed Salesforce1 Heroku Connect and Salesforce Service Cloud1 as the platform for SATO Online Services (SOS). An Internet of Things (IoT) initiative, SOS will enable SATO to monitor its printers 24/7 and provide customer support in real-time, enabling higher availability for printers and customer success. SOS will be available in 2015.

Comment on the News
• “Today’s business environment requires both speed and agility,” said Kaz Matsuyama, President and CEO of SATO Holdings. “To improve responsiveness, globalize our support structure and better understand customer needs, we looked to the cloud. Adopting IoT technology helps us to maximize value for customers and brings us one step closer to our goal of becoming the leader in the Auto-ID solutions industry worldwide.”

SATO Online Services
SOS takes full advantage of the IoT, a rapidly emerging product and service model that integrates devices with the Internet. Using Heroku Connect and Salesforce Service Cloud1, SATO provides users with a “virtual customer engineer” and delivers real-time monitoring of individual printers 24 hours a day. By pinpointing potential issues in advance, the necessary maintenance can be carried out quickly, ensuring smooth operations and maximum efficiency for customers. SATO Online Services will be deployed globally, offering tailored support anytime, anywhere.

Salesforce1 Heroku Connect
Heroku Connect simplifies building Heroku applications that share data with Salesforce. A synchronization technology that integrates the capabilities of Salesforce1 and Heroku, Heroku Connect provides a simple way for companies to connect customer data in Salesforce with next-generation solutions built on Heroku, including customer engagement, ecommerce and IoT applications. Easily configured with a point-and-click user interface, Heroku Connect takes minutes to get up and running. No coding or complex configuration is required.

Salesforce Service Cloud1
Service Cloud1 empowers companies to deliver personalized, smarter and faster service anywhere, anytime. Innovations include:

• SOS for Apps, a mobile service solution that provides in-context access to customer service with a live video connection to an agent, on-screen guided assistance and screen sharing;
• Agent Console boosts agent productivity by pushing dynamic content to agents around known issues, highlighting resources most often used to resolve cases faster and streamlining access to data;
• Instant Service Communities, powered by the Salesforce Community Cloud, allow any company to quickly create, brand and deploy self-service communities where customers can connect with information, applications and experts to quickly find answers to their questions.

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