Phoenix Technologies Replaces RightNow With Salesforce Service & Support To Deliver Increased Customer Service

Published on October 30, 2006 in Computer Software, Technology


Salesforce and AppExchange Deliver Integrated CRM Solution across Service & Support, Sales, Marketing and Product Management

SAN FRANCISCO (October 30, 2006) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Phoenix Technologies Ltd. has replaced its RightNow Customer Service application with Salesforce Service & Support to extend the company’s CRM success throughout the organization. By using Salesforce in its service organization, the company achieved a true 360-degree view of its customers there by increasing the level of service provided.

Phoenix Technologies Ltd. is one of the 24,800 companies of all sizes, industries and geographies that comprised the customer base as of July 31, 2006. Revenue and subscribers will be recognized as the service is delivered.

“With a three-tiered technical support team dispersed across three continents, we needed a high-performance CRM solution to provide a 360 degree view of our customers and help us resolve technical issues quickly,” said Cliff Bell, CIO at Phoenix Technologies. “By consolidating our sales, marketing and support operations on Salesforce, we shortened response time to our customers and improved overall customer satisfaction.”

Phoenix Technologies agents required global access to a service and support application that would enable their blended service and sales agents fast access to a consolidated view of all customer information. With Salesforce Service & Support, which was deployed in English, Japanese, traditional and simplified Chinese, Dutch and German, combined with its sales and marketing applications, the company’s global tech support representatives now share customer information throughout the entire enterprise.

Using AppExchange, Phoenix Technologies quickly and easily integrated its suite of Salesforce solutions with a bug-tracking system to accurately track and transition product issues from tech support to product management for timely resolution.

“Salesforce is an excellent solution for any company that has a global, complex tech support operation because it is flexible enough to handle customized processes, performs great even in remote parts of the globe, and seamlessly integrates multiple languages using a single database,” added Bell.

Source: Salesforce

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