The Sant Corporation Runs Its Entire Business in the Cloud With Salesforce.com
12 August 2009 - 10:00PM
PR Newswire (US)
Customer support issues are now resolved 60% faster because of the
Service Cloud The Sales Cloud helped the company achieve 83%
revenue growth SAN FRANCISCO, Aug. 12 /PRNewswire-FirstCall/ --
Salesforce.com (NYSE: CRM), the enterprise cloud computing company,
today announced that The Sant Corporation, the leader in proposal
and sales document automation software, runs its entire business in
the cloud with Salesforce CRM (http://www.salesforce.com/crm). The
company deployed the Service Cloud
(http://www.salesforce.com/crm/customer-service-support/) and the
Sales Cloud (http://www.salesforce.com/crm/sales-force-automation/)
from salesforce.com and achieved 83% revenue growth and now
resolves customer support issues 60% faster. (Logo:
http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO) "We were
using spreadsheets and a contact management application to run
sales. As a growing company, this antiquated approach prevented us
from taking the company to the next level. We needed a completely
new approach to conducting business," said Brian Vass, vice
president of marketing at The Sant Corporation. "When we explored
various solutions in the market, we were impressed by the number of
companies talking about their success with Salesforce CRM. No other
vendor could illustrate they had so many happy customers." Sant
deployed the Service Cloud and Sales Cloud across customer support
and sales, and leveraged Force.com to quickly and easily create
applications to automate other areas of the business including the
professional services organization and customer feedback. The cloud
computing solutions completely transformed how the company
operates, and staff across the entire company -- including company
executives -- are all enjoying the benefits of instant access to
real-time customer information. Previously, Sant's Technical
Support team was using spreadsheets to log and track customer
support issues. This manual process prevented Sant from providing
its customers with the level of support they expected. Today,
Sant's customers report issues via phone, email, and web-to-case
forms on the company's website. All of these interactions are
logged and tracked in the Service Cloud and the company has
real-time insight into case volume, status, resolution time, agent
workload, and much more. In fact, since deploying the Service
Cloud, Sant is now resolving customer support issues 60% faster.
Sant has also automated its customer feedback process with the
Service Cloud. Customers automatically receive survey invitations
when Sant closes a support case, complete a professional services
engagement, or launch a new version of Sant's software application.
Feedback from these surveys is rolled-up to dashboards that are
monitored by department managers and executives daily. Sant strives
to provide exceptional products and services to its customers, and
this continuous feedback loop is critical in helping the company
measure the effectiveness in accomplishing this goal. All of the
work is done using a custom object, workflow rules, email triggers,
dashboards, and ClickTools, an application available on the
Force.com AppExchange. The Sales Cloud enables Sant to capture
leads from the company's web site, conduct targeted outreach, and
track conversion rates and revenue by individual campaign. Rich
reporting and dashboards provide unprecedented insight into success
metrics so the marketing team can continually optimize their
efforts. In addition, the Sales Cloud reinforces Sant's sales
process, supports forecasting and planning, and gives staff and
management alike a constant read on the pipeline. "Salesforce CRM
has helped us improve our business in every way, and it's
translating into greater profitability," added Vass. "We've reaped
all these benefits of cloud computing without the hassle of
deploying and maintaining software. We've added ourselves to the
long list of happy salesforce.com customers." In addition, Sant has
automated its professional services organization with the Sales
Cloud. Sant's professional services organization provides
consulting and training to support customers' implementations.
Every professional services engagement is tracked and managed in
the Sales Cloud - from initial sale to final delivery. Engagements
are associated with the Account record, providing all employees
with visibility into the customer's service history. Prior to
automating this process in the Sales Cloud, all professional
services engagements were managed using emails and spreadsheets.
This was an inefficient process and didn't provide employees with
visibility into the customer's service history. The automation is
comprised of a series of custom objects, workflow rules, email
triggers, and dashboards that were created by Sant. For more
information on cloud computing, visit
http://www.salesforce.com/cloudcomputing. The Sant Corporation is
one of the 59,300 companies of all sizes, industries and
geographies that comprised the salesforce.com customer base as of
April 30, 2009. Revenue and subscribers will be recognized as the
service is delivered. About The Sant Corporation The Sant
Corporation is a provider of proven software and expertise that
improves sales effectiveness. We help companies who provide
value-based solutions win more business by accelerating the
production of persuasive proposals, RFP responses, presentations,
and related documents. Sant's applications integrate with
Salesforce.com and are available in the AppExchange. Sant is a
privately held corporation headquartered in Cincinnati, Ohio, and
has operations in North America, the United Kingdom, Australia, and
South Africa. For more information, please visit
http://www.santcorp.com/. About salesforce.com Salesforce.com is
the enterprise cloud computing company. The company's portfolio of
Salesforce CRM applications, available at
http://www.salesforce.com/crm/, has revolutionized the ways that
companies collaborate and communicate with their customers across
sales, marketing and service. The company's Force.com Platform
(http://www.salesforce.com/platform/) enables customers, partners
and developers to quickly build powerful business to run every part
of the enterprise in the cloud. Based on salesforce.com's
(http://salesforce.com/) real-time, multi-tenant architecture,
Salesforce CRM and Force.com offer the fastest path to customer
success with cloud computing. As of April 30, 2009, salesforce.com
manages customer information for approximately 59,300 customers
including Allianz Commercial, Dell, Dow Jones Newswires, Japan
Post, Kaiser Permanente, KONE, and SunTrust Banks. Any unreleased
services or features referenced in this or other press releases or
public statements are not currently available and may not be
delivered on time or at all. Customers who purchase salesforce.com
applications should make their purchase decisions based upon
features that are currently available. Salesforce.com has
headquarters in San Francisco, with offices in Europe and Asia, and
trades on the New York Stock Exchange under the ticker symbol
"CRM". For more information please visit
http://www.salesforce.com/, or call 1-800-NO-SOFTWARE. Copyright
(c) 2009 salesforce.com, inc. All rights reserved. Salesforce and
the "no software" logo are registered trademarks of salesforce.com,
inc., and salesforce.com owns other registered and unregistered
trademarks. Other names used herein may be trademarks of their
respective owners.
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http://www.salesforce.com/
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