Excel-Tech Ltd. Deploys Salesforce Service & Support, the New Standard for Customer Service

Published on July 18, 2007 in Computer Software, Technology


Medical device company leverages the power of the Salesforce Platform to manage all product, customer and warranty information at the fingertips of customer support staff

SAN FRANCISCO (July 18, 2007) – Salesforce.com [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Excel-Tech Ltd. (“XLTEK”), a leading manufacturer of proprietary devices used to monitor the central and peripheral nervous systems, has joined the on-demand revolution and leveraged Salesforce Service & Support to drive significant improvements in its customer service operations. XLTEK used the Salesforce Platform to customize and extend Salesforce Service & Support, creating a centralized source for all product information, customer data and warranty details. The award winning Salesforce Service & Support solution enables XLTEK customer service staff to respond quickly and consistently to prospects and customers, resulting in greater employee productivity, more satisfied customers, and increased revenue opportunities.

XLTEK is one of the 32,300 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of April 30, 2007. Revenue and subscribers will be recognized as the service is delivered.

“Before Salesforce Service & Support, we had to separately access a contact management application, our ERP system, and various spreadsheets and databases in order to get the information needed to respond to requests or proactively target a specific segment of our prospects and customers,” said Steven Plymale, Vice President Quality and Customer Care at XLTEK. “By centralizing all this data into a single location, Salesforce Service & Support has made our staff both more agile and more effective. And by automating internal communications about customer cases and outstanding activities, Salesforce has also helped our sales and service teams to better collaborate on meeting customer needs.”

XLTEK used the Salesforce Platform to tailor its Salesforce Service & Support deployment with custom tabs that consolidate data from the company’s enterprise resource planning system with other critical information about prospects and customers, making it fast and easy for the support staff to find answers, log requests and track customer cases to completion. Tapping into the AppExchange, XLTEK supplemented its Salesforce Service & Support deployment with additional applications that improve operations, such as:

Advance Call Scripting – AppExchange application makes it easy to create and customize interactive scripts that guide reps through their interactions with customers and provide coaching tips to help qualify leads and troubleshoot support issues

Case History Timeline – AppExchange component enables users to easily create a timeline to report on all stage changes, activities, and comments related to a single case

Clicktools – Clicktools AppExchange application enables users to create and update Salesforce information with custom forms, surveys and landing pages

“Salesforce Service & Support has had such a positive effect on our organization and our service efforts, that we are now planning to deploy Salesforce SFA for our sales team,” added Plymale. “We know the integrated solution will extend the productivity benefits across our organization and help us continue to maximize our overall success.”

Source: salesforce

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