Quintessentially selects Salesforce CRM to Deliver World-Class Concierge Services Across 45 Countries

~ Company leverages Cloud Computing to fuel global expansion, replaces Siebel on-premise software with Service Cloud 2 ~

Salesforce.com, the enterprise cloud computing company, today announced that Quintessentially, a world-class private members’ club with global 24-hour concierge service, has chosen Salesforce CRM to manage its core customer-centric business. For Quintessentially, this has already delivered major operational improvements and reduced staff training times.

Quintessentially, whose main client-base is high net-worth individuals, replaced a hosted Siebel infrastructure with Salesforce CRM, rolling out the system to service representatives across 45 countries.

Chosen for its flexibility, knowledge-base capability, management reporting capability and ease of functional enhancement over time, Quintessentially delivered a significant implementation migrating eight years of data into Salesforce CRM, and then rolled out globally within just 12 hours.

The user-friendly, intuitive interface of the CRM application means staff members are able to be trained in less time compared to before. Service management reporting has also been implemented in order to meet Quintessentially’s extremely high operational and service standards.

For Quintessentially, the implementation of Salesforce CRM was part of an overarching company strategy to generate ‘absolute service excellence’ and also facilitated its expansion into the Russian and Japanese markets.

Frank Rejwan, Region CEO and Group COO for Quintessentially, explained, “For Quintessentially, delivering incredible customer service is not an added extra, it’s our entire business. Choosing the platform that is to support our ongoing Service Excellence strategy was therefore a critical decision for us, and I can see the potential that the Service Cloud 2 can give us.

It was a significant implementation, but one that has allowed us real visibility of over half a million requests that we have fulfilled for our members, as well as the ability to service our members more efficiently and with even higher quality".

Andy Jacques, area vice president Northern Europe, salesforce.com, added, “Quintessentially’s choice of the Service Cloud will contribute to ensuring the quality of its customer service operations remains consistent across the company, significantly increasing responsiveness by putting real-time information at representatives’ fingertips wherever they are.

“Having employed the Service Cloud, Quintessentially will be able to continue to deliver a world-class concierge service, expand into new markets and ultimately meet corporate goals.”

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