The Landmark @ One Market, Suite 300
San Francisco, CA 94105
415.901.7000
Solutions:
Salesforce Service & Support
Company 360
Revenues:
$309.9M
Installed Base:
27,100
Employees:
1807
Deployment:
Saas
Customer References
Acorn Systems
American Medical Response
Aon Corporation
Ashland Distribution
Bandwidth.com
Bohler-Uddeholm
CallSource
Cottingham & Butler
JLG Industries
New Jersey Transit
R.L. Polk & Co.
VF Imagewear
John Ragsdale Commentary
The original, and still the best known, OnDemand CRM vendor, Salesforce started on the SFA side, but now offers a complete customer service module including some eService components such as a knowledgebase. Focusing initially on the mid-market, Salesforce has begun to capture enterprise deals as their product functionality has expanded. The applications have excellent user interface design, and as a SaaS solution there is little system administration required, with business user controls for configurations and customizations.
Functional Coverage
eService
>
Web Collaboration
>
Proactive Chat
>
Email Response Management
>
Agent Knowledgebase
>
Agent Diagnostic Tools
>
Customer Knowledgebase
>
Customer Self-Service Problem Diagnostic/Self-Healing
