Two prestigious Service Leader awards in Customer Case Management and Web Support categories recognize the Service Cloud for its vision, depth of functionality, and customer satisfaction
Social enterprises Corel and KLM Royal Dutch Airlines also recognized for success in delivering business-to-consumer customer service with the Service Cloud
SAN FRANCISCO — March 19, 2012 – Salesforce.com [NYSE: CRM], the enterprise cloud computing (http:\/\/www.salesforce.com\/cloudcomputing\/) company, today announced the Salesforce Service Cloud has won two CRM magazine 2012 Service Leader Awards in the Customer Case Management and Web Support categories. The Service Cloud won for Customer Case Management in the category\u2019s inaugural year, and took home top honors in the Web Support category. The magazine also awarded the CRM magazine 2012 Service Elite Award to social enterprises Corel and KLM Royal Dutch Airlines for their success in delivering business-to-consumer customer service with the Service Cloud.
Comments on the News:
\u2022 \u201cSocial enterprises recognize a transformational shift is occurring as consumers turn to social and mobile technologies to rant, rave, and seek help,\u201d said Dave Kellogg, senior vice president and general manager, Service Cloud, salesforce.com. \u201cUnlike legacy contact centers, the Service Cloud is built to delight customers by delivering customer service for the social enterprise. The Service Cloud is trusted to power the largest contact centers in the industry because it delivers customer service at a scale and speed no one else can match. We\u2019re excited the Service Cloud was recognized by CRM magazine for its leadership and innovation.\u201d
\u2022 \u201cInnovative vision, superb customer satisfaction and depth of product functionality are the keys to success for companies delivering customer service solutions,\u201d said David Myron, editorial director, CRM magazine. "We congratulate this year\u2019s winners of the 2012 CRM Service Awards for consistently excelling in all three of those areas.\u201d
\u2022 \u201cBuilding customer trust and loyalty is based, in large part, on our ability to quickly and efficiently resolve any issue they encounter. With more of today\u2019s consumers connecting through social channels, it\u2019s critical that Corel\u2019s employees are able to easily collaborate on cases and resolve the host of issues that can occur, particularly when supporting an increasingly global customer base,\u201d said Malgosia Plucinska, senior director, global customer experience at Corel. \u201cWith the help of the Service Cloud and the social enterprise, we are now able to resolve issues in minutes, not days. Not only do we have happier customers, we\u2019re also positively impacting our bottom line by delivering a better, more consistent, customer experience.\u201d
\u2022 \u201cWhile other companies in our industry suffer from sagging customer satisfaction and loyalty ratings, we have taken a proactive approach in making our customers\u2019 lives easier while traveling by engaging them through the social and mobile tools they already employ,\u201d said Viktor van der Wijk, director of digital marketing at Air France KLM. \u201cWith salesforce.com\u2019s social enterprise technologies, we have increased loyalty and developed positive ambassadors for our company.\u201d
Salesforce.com and the CRM magazine Service Leader Awards
\u2022 Salesforce.com was seen as the \u201cmost visionary vendor\u201d in the Customer Case Management category for its customer service innovation, and was also recognized for its prowess and leadership in both business-to-consumer and business-to-business customer service.
\u2022 For the Web Support category, the judges acknowledged that Service Cloud customers love the ease of deployment and user interface design of the company\u2019s products.
\u2022 Both categories highlight the positive impact salesforce.com has experienced from its recent acquisitions that expand and enhance the capabilities of the Service Cloud, particularly the acquisition of the social media monitoring and engagement leader Salesforce Radian6.
Corel Wins a CRM magazine Service Elite Award for its \u201cState-of-the-Art\u201d Contact Center
\u2022 Corel, an award-winning developer of graphic design, digital art, digital media, and productivity software, was recognized for its integrated deployment of the Service Cloud along with the Salesforce Sales Cloud.
\u2022 These apps enabled Corel to transform into a social enterprise, streamline communications and respond to customers regardless of the channel they used, including chat, phone, web, e-mail or social media networks.
\u2022 Corel\u2019s unique Salesforce deployment resulted in a 50 percent increase in net promoter score (NPS), a 59 percent decrease in call wait-time and a 70 percent quarter-over-quarter growth of social media-generated technical support cases.
KLM Wins a CRM magazine Service Elite Award for Resolving Cases More Quickly
\u2022 KLM was recognized for its deployment of the Service Cloud and Radian6 for social media monitoring and engagement.
\u2022 With the Service Cloud and Radian6, KLM introduced the first social media-driven flight schedule, which led to scaled social media engagement across the airline and a new way to assist and delight customers.
\u2022 KLM is now able to collect, track and trace all conversations in one place, which allows the airline to see any customer’s social engagement history with KLM and measure overall brand sentiment on the Web.
\u2022 Now KLM can address any issue in real time via social media and has reduced the first contact resolution time from seven days to 24 hours with a maximum response time of one hour.
Follow @Salesforce on Twitter and Suggested Tweets:
If you\u2019d like to tweet about the Service Cloud\u2019s, Corel\u2019s, and KLM\u2019s success with the CRM Service Awards, here are a few suggested tweets to send to your followers:
\u2022 Click to tweet: .@Salesforce Service Cloud takes home 2 @CRM Service Leader Awards for #custserv! Read more here: http:\/\/bit.ly\/ym5e57
\u2022 Click to tweet: .@Salesforce social enterprises @KLM & @CorelSoftware win the @CRM Service Elite Awards 4 #custserv! Read more here: http:\/\/bit.ly\/ADhZ3l
Additional Resources:
\u2022 Download a copy of CRM magazine\u2019s CRM Service Awards article
\u2022 Like the Service Cloud on Facebook: https:\/\/www.facebook.com\/ServiceCloud
\u2022 To see a demo of the Service Cloud, visit: https:\/\/www.facebook.com\/ServiceCloud?sk=app_278917645490268
\u2022 For prospective customers, get your free trial of Service Cloud today at: http:\/\/www.salesforce.com\/service-cloud\/overview\/
\u2022 For more information on Corel\u2019s success with salesforce.com, visit: http:\/\/www.salesforce.com\/showcase\/stories\/corel.jsp
\u2022 To see a video on KLM\u2019s innovative approach to delivering customer service via social technologies, visit: http:\/\/www.youtube.com\/watch?v=pqHWAE8GDEk&feature=player_embedded
About CRM magazine:
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar or CRM in general, please visit http:\/\/www.destinationCRM.com, or on Twitter at @CRM and @destinationCRM. The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.
About Salesforce.com
With more than 100,000 customers, salesforce.com is the enterprise cloud computing company that is leading the shift to the social enterprise. Social enterprises leverage social, mobile and open cloud technologies to put customers at the heart of their business. Based on salesforce.com’s real-time, multitenant architecture, the company’s platform and application services allow customers to:
? Create employee social networks with Salesforce Chatter, Salesforce Rypple and Salesforce Force.com.
? Develop customer social networks with the Salesforce Sales Cloud, Salesforce Service Cloud and Salesforce Data.com.
? Connect with customers on public social networks with Salesforce Heroku, Salesforce Radian6 and Salesforce Site.com.
? Empower small businesses to become social enterprises with Salesforce Desk.com and Salesforce Do.com.
? Extend a company’s social enterprise with apps from the leading enterprise app marketplace, AppExchange.
? Run apps on Database.com, the first social enterprise database.
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\u00a92012 salesforce.com, inc. All rights reserved. Salesforce.com, Salesforce, Chatter, Sales Cloud, Service Cloud, Radian6, Jigsaw, AppExchange, Force.com, Heroku, and all associated logos are trademarks of salesforce.com, inc. in the United States and other countries. Salesforce.com offers its Siteforce products and services in Germany under the Force.com Sites trademark. Other names used herein may be trademarks of their respective owners. Other names used herein may be trademarks of their respective owners.<\/p>","protected":false},"excerpt":{"rendered":"
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