Cort Software Uses and the AppExchange to Improve Customer Service and Increase Repeat Business

Published on August 23, 2007 in Computer Software, Technology


Efficiency gained from Salesforce Service & Support enables company to shorten customer response time with less resources

SAN FRANCISCO (August 23, 2007) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Cort Software, a provider of human capital management solutions, is using the full suite of Salesforce on-demand CRM applications and the AppExchange to streamline sales, service and marketing efforts to support ongoing, repeat business and more profitable customers. Efficiency gained from Salesforce Service & Support helped the company improve customer service and produced immediate cost-saving benefits, allowing the company to shorten customer response time with less staff dedicated to taking service calls.

Cort Software is one of the 35,300 companies of all sizes, industries and geographies that comprised the customer base as of July 31, 2007. Revenue and subscribers will be recognized as the service is delivered.

“Our success relies on keeping our customers happy and growing existing accounts as well as adding new ones. We needed a way to share information across our sales, marketing and service organizations so everyone could easily access customer data and react quickly and intelligently to opportunities,” said Mike Grigsby, director of marketing at Cort Software. “In addition to recruiting new customers, Salesforce Service & Support has allowed us to significantly improve our customer support activities- a key tactic in retaining our current customers. We have centralized all of our information for our customer facing staff as well as for our finance and operations teams. As a result, we’ve increased internal collaboration and achieved significant productivity gains.”

Cort Software used the Salesforce Platform to tailor its Salesforce SFA , Salesforce Marketing and Salesforce Service & Support applications. In addition, Cort Software downloaded a number of applications from the AppExchange including Account Intelligence, an AppExchange application from OneSource Information Services that delivers ready-to-use information on more than 16.5 million public and private companies and 18 million executives worldwide.

“’s customer service tools have played a huge part of our selling process,” says Grigsby. “Without it we couldn’t promote our extensive customer service platform which includes using Salesforce for our online knowledgebase, our web support portal, and centralized location for software hot fixes which can be downloaded to the customer’s computers.”

The Salesforce Platform also enabled Cort Software to integrate with Intuit Quickbooks and other legacy systems so that Cort Software’s sales representatives can easily determine a customer’s contract status and renewal dates so they can proactively pursue ongoing business. Integration with the company’s Web site ensures the Salesforce Solution Knowledgebase is available both internally and externally, so customers can easily access a self-service knowledgebase for simple questions.

“Salesforce has provided incredible visibility into our customers and our business. In addition to making our day-to-day activities easier, Salesforce reporting and analytics has given our executive team a comprehensive view of our sales pipeline and account status,” added Grigsby. “Everyone in the company has benefited from Salesforce, and with the AppExchange we continue to find ways to increase the return on our CRM investment.”

Source: salesforce

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