Solucient Chooses Supportforce from for Customer Service & Support Success

Product flexibility and customization capabilities are key for leading healthcare business intelligence provider

SAN FRANCISCO — Mar. 14, 2005 — [NYSE: CRM], the market and technology leader in on-demand customer relationship management (CRM), today announced that Solucient®, the nation's leading source of information products for the healthcare industry, has implemented Supportforce,'s on-demand customer service solution, to improve service levels.

Solucient, which provides healthcare business intelligence to more than 2,000 hospitals and 16 of the 20 largest pharmaceutical manufacturers in the United States, selected's on-demand customer service solution because of Supportforce's ease of use and the powerful customization capabilities that allow Solucient to match the tool to its business requirements. The state-of-the-art Supportforce service has replaced three different systems previously in use at Solucient with one full, 360-degree view of each client across sales and support operations.

Solucient is one of the 13,900 companies of all sizes that comprised the customer base as of Jan. 31, 2005.

"'s solutions are integral to our sales processes and the tremendous success we enjoyed in 2004 and foresee for 2005," said Al Vega, senior vice president, provider sales and corporate marketing.

"Supportforce delivers a feature-rich customer service solution with all the same ease-of-use and customization benefits of," said Bruce Tenuta, vice president of customer support at Solucient. "It is indispensable for enabling our sales and service teams to become stronger by sharing information with each other."

Solucient was attracted to the lower cost and time-to-value of Supportforce's on-demand model.'s product updates are immediately available to Solucient, they require no additional cost or effort, and the solution does not require a full-time administrator.

Solucient has also utilized Customforce,'s customization toolkit. Custom fields help Solucient track and manage organizational roles and the complex relationships associated with each hospital. Solucient has also adapted its CRM to track government and client information by product segment.

"Everything we needed was either available in Supportforce or could be quickly created with Customforce," Tenuta said. "We were able to easily scale and amend the application to fit our needs."

With Customforce, 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 and Supportforce, Customforce enables 13,900 companies to leverage the simplicity, power, and success of on demand to create 13,900 unique CRM editions. Customforce makes the world's most customizable CRM.

Supportforce is being used by Solucient's operations team and traditional support enterprises — contact center, customer support, and help desk — to manage and streamline customer interactions, as well as to seamlessly share information with the sales team. Consolidated information on an account and any help, contract, or support issue is immediately available to any user on-demand, through Supportforce's easy-to-use Web interface. As a result, Solucient is able to more quickly respond to customer issues, and increase productivity through the elimination of double data entry. These improvements in effectiveness and efficiency have been experienced by more than 150 sales and support professionals, who are handling more than 1,000 client inquiries per week.

"Supportforce's success is bringing more and more users on board with CRM," said Tenuta. "Our message is that standard operating procedures improve as more people use Supportforce. We're showing other groups at Solucient how they would save money by using the tool. Success is contagious."

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