NetQoS Standardizes on Salesforce CRM to Help Run its Business On-Demand

Published on September 11, 2007 in Computer Software, Technology


Salesforce Marketing, SFA, Service & Support and PRM ensure that users have easy access to all customer information through a customized CRM solution

SAN FRANCISCO (September 11, 2007) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that NetQoS® Inc., a provider of network performance management products and services for large organizations, is relying on Salesforce CRM to manage its business on-demand. NetQoS is using the complete suite of Salesforce CRM – Salesforce Marketing, Salesforce SFA, Salesforce Service & Support and Salesforce Partner Relationship Management (PRM) – to share prospect and customer data, product information and service status across the company and with global partners. The Salesforce solution has enabled NetQoS to increase collaboration among its teams, track the status of leads and have complete visibility into its pipeline, and maximize overall marketing, sales and service efforts.

NetQoS 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.

“We have offices in multiple countries, as well as partners who extend our reach throughout the world. By helping us make the right information available to the right people, Salesforce ensures we can react quickly to customer inquiries, proactively follow up on leads and direct campaigns at highly targeted prospects,” said Erik Fike, senior business analyst at NetQoS. “As a result, we’re better able to serve our existing customers and we’re closing new deals faster than ever.”

After deploying Salesforce, NetQoS customized the solution for its particular needs and then turned to AppExchange to add additional functionality, including:

Jigsaw Search – AppExchange application from Jigsaw Data Corporation puts millions of business contacts within reach, all with email and direct phone and address details

Account Intelligence – AppExchange application from OneSource Information Services makes ready-to-use information on over 16.5 million public and private companies and 18 million executives worldwide easily accessible within Salesforce

Auto vCard – ArrowPointe AppExchange application allows a user to auto-create a vCard file for the import of lead or contact information into their contact management system

Users across every department at NetQoS are benefiting from the new solution. The support engineers, for example, can instantly access a customer’s account history, including experiences the customer had with the self-service portal, to enable faster issue resolution. Marketing is using the solution to manage and track all outbound campaigns and automatically turn leads over to sales. The NetQoS finance team uses Salesforce to gain visibility into contract status and track payments on completed sales. And product management uses it to monitor product issues as well as view feature requests, which the support team collects during customer interactions.

“Salesforce has touched and improved processes across all aspects of our business. We’re even tracking staff training and certification so we know our employees are fully prepared before engaging a customer,” added Fike. “Also, we now have an unprecedented level of visibility into our partner activities. This level of transparency within our organization and with our partners ensures we take advantage of every opportunity to improve our business. Salesforce has been instrumental in increasing our success.”

Source: salesforce

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