Magma Design Automation Increases Productivity and Improves Customer Service with Salesforce Service & Support

Published on November 28, 2006 in Computer Software, Technology


Apex platform enables Magma Design Automation to customize Salesforce Service & Support to manage support operations

SAN FRANCISCO (November 28, 2006) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Magma Design Automation Inc. has extended Salesforce from sales to its four customer support contact centers in the U.S., Asia and Europe, enabling its entire staff to have a single, accurate view into all critical customer information. As a result, the company achieved a nearly 10 percent increase in staff productivity while improving customer service.

Magma Design Automation is one of the 27,100 companies of all sizes, industries and geographies that comprised the customer base as of October 31, 2006. Revenue and subscribers will be recognized as the service is delivered.

“We sell complex, custom products, and most of our revenue is from repeat business with existing customers. Therefore, quality customer service is fundamental to our ongoing success,” said Chip Vanek, director of corporate and CRM applications at Magma Design Automation. “Adding Salesforce Service & Support increased our visibility of enterprise-wide data and improved our ability to serve our customers both reactively and proactively.”

Before deploying Salesforce, Magma’s field service staff had difficulty accessing the on-premise client/server contact center application that held the information needed to conduct daily business activities. In addition, the company struggled with data silos across sales, customer support, field service, product management and research and development that prevented accurate and efficient analysis and resolution of customer issues. With Salesforce, Magma’s employees can now easily share customer data across departments and have instant, on-demand access to this information from any location.

Using Apex, the world’s first on-demand platform, Magma developed custom applications in its Salesforce solution to track pre and post-sales activities and the associated product requests. The company also leveraged Apex to integrate its existing source code management application to enable tracking of all product management activities, for an integrated CRM and product management solution.

“Apex allowed us to customize Salesforce to manage our specific customer support operations,” said Vanek. “With that flexibility, we were able to quickly and easily build a custom solution that met all of our sales, service and product development needs.”

The Apex platform, formerly known as the AppExchange platform, is available today. As previously announced, the next release of the Apex platform is currently scheduled to be available in conjunction with the release of Winter ’07, and the Apex programming language is currently scheduled to be available during the first half of 2007.

Source: Salesforce

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