More than 15,000 companies including Ally Bank, KLM Royal Dutch Airlines, and Nikon Instruments have deployed the Service Cloud to deliver social customer service
Combination of Salesforce CRM and recently acquired Radian6 will bridge the conversations happening on public social networks, such as Facebook and Twitter with traditional customer service channels like phone and email
SAN FRANCISCO, May 4, 2011 \u2013 Salesforce.com [NYSE: CRM], the enterprise cloud computing (http:\/\/www.salesforce.com\/cloudcomputing\/) company, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of the Magic Quadrant for CRM Customer Service Contact Centers, 2011.
According to Gartner, \u201cLeaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of social networking on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organizations’ competitive position in their markets and helped lower costs. Leaders can demonstrate $50 million in sales to new customers during the past year.\u201d
The Service Cloud: Delivering Customer Success in the Social, Mobile, and Open Era
\u2022 More than 15,000 customers including Ally Bank, KLM Royal Dutch Airlines, and Nikon Instruments have deployed the Service Cloud to deliver customer service in the era of Cloud 2, the next generation of computing that is social, mobile, and open.
\u2022 According to a recent third party survey sponsored by salesforce.com, companies who have deployed the Service Cloud have seen a 41% increase in agent productivity, a 34% increase in first call resolution, a 35% increase in customer satisfaction, and 85% indicated they offered improved customer service and support.
\u2022 Service Cloud customer Shavlik Technologies was recently named a winner of the 2011 CRM Service Elite Award by CRM Magazine, and Service Cloud was recently named the winner of the 2011 Stevie Award for Contact Center Solution \u2013 New Version.
Salesforce.com Continues to Define the Leading Edge of Social Capabilities in CRM Contact Center Solutions
\u2022 Salesforce.com recently completed the acquisition of Radian6, the industry\u2019s leading social-media monitoring platform, used by more than half of FORTUNE 100 companies to monitor, analyze and engage in social media conversations.
\u2022 Radian6 and salesforce.com innovations will bring social intelligence to Salesforce CRM, enhancing all Salesforce products and helping companies to better market and sell to prospects, serve customers and understand what\u2019s being said about their brands, products and competitors.
\u2022 According to the report, \u201cBy 2013, at least 50% of customer service centers will integrate some form of community\/social capabilities as a part of the CRM contact center solution.\u201d
Comments on the News
\u2022 \u201cWe believe salesforce.com\u2019s Magic Quadrant position reinforces our industry leadership and continued innovation,\u201d said Alex Dayon, executive vice president of CRM, salesforce.com. \u201cWith the acquisition of Radian6, salesforce.com will be able to deliver unmatched product innovation that seamlessly integrates the public social Web with Salesforce CRM.\u201d
About the Magic Quadrant:
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Additional Resources:
\u2022 For access to a complimentary copy of the Magic Quadrant, please visit: https:\/\/www.salesforce.com\/form\/pdf\/svc_gartner_magicquadrant.jsp
\u2022 To see the recorded live demo of Service Cloud 3 with Twitter, Facebook, and Apple FaceTime at Cloudforce New York on March 3, 2011, please visit: http:\/\/www.youtube.com\/watch?v=mkBOzPnyVzs
\u2022 For more information about the Service Cloud, visit: http:\/\/www.salesforce.com\/crm\/customer-service-support\/
\u2022 For more information about Radian6, visit: www.radian6.com
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