Cayenta, Inc. Picks Salesforce.com over Siebel Systems for Customer Support Success.Business Editors/High-Tech Writers SAN FRANCISCO--(BUSINESS WIRE)--April 22, 2003 Leading Provider of Customer Information Systems, Financial Software, and Operations Management Operations management is an area of business that is concerned with the production of goods and services, and involves the responsibility of ensuring that business operations are efficient and effective. Systems Simultaneously Deploys On-Demand Enterprise Edition across Four Operating Units in Less Than Two Months Salesforce.com, the technology and market leader in on-demand customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ), today announced that Cayenta, Inc., a leading provider of customer information systems, financial software, and operations management systems, has standardized on salesforce.com Enterprise Edition. After initially considering Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. (Nasdaq:SEBL SEBL Siebel Systems, Inc. (stock abbreviation, AMEX) ), Cayenta chose to implement salesforce.com as the fastest, safest and most cost-effective way to ensure success throughout all four operating units. Currently sales and support personnel use Enterprise Edition to access a comprehensive profile of customer information, while internal IT staff track employee support issues and IT tickets through a different instance of the same application. Customers also use self-service functionality to track and manage their own cases, increasing the company's efficiency and also providing Cayenta with sharper insight as to what is most important to their customers. "By automating key processes and providing visibility into inquiries, issues, and cases, salesforce.com really helps us get on the same page as our customers," said Paul Needham, vice president of support operations at Cayenta. "We no longer have to rely on disconnected information or someone's memory of an interaction -- either of which can unfortunately be a point of failure -- so we are now able to improve our quality of service and reallocate Verb 1. reallocate - allocate, distribute, or apportion anew; "Congressional seats are reapportioned on the basis of census data" reapportion allocate, apportion - distribute according to a plan or set apart for a special purpose; "I am allocating a loaf of internal resources to address persistent problems more swiftly, more cost-effectively and much more successfully." Prior to implementing salesforce.com, Cayenta was using a variety of systems to track sales and customer support activity. The support organization considered standardizing on Siebel Systems' software, but the difficulty and expense of implementing a single-vendor client-server product across four departments that are responsible for customer touch points led Cayenta to select salesforce.com's on-demand service instead. Cayenta elected for salesforce.com service partner Acetta to deploy Enterprise Edition, and to evaluate and reengineer support and sales processes to ensure optimal results. Benefits to date include clearer corporate visibility into the sales pipeline and support queue, active engagement of external customers via the self-service portal, and improved management of the business through rapid, proactive identification of potential customer issues. "The market is shifting away from CRM software to CRM on demand," said Marc Benioff Marc Benioff (b. 1964) is Chairman & CEO of Salesforce.com, a leading CRM company he founded in March 1999. Born Marc Russell Benioff on September 25, 1964 in San Francisco, California USA. , chairman and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of salesforce.com. "Salesforce.com's profitable application utility model erases lengthy implementations, high maintenance costs, and unnecessary complexity to deliver immediate CRM success on the customers' terms, not those of a software company." A recent Gartner survey found that 42 percent of all enterprise CRM software licenses In computing, software that is copyrighted and licensed under a software license is done under a variety of licensing schemes. For end-users there are proprietary licenses and there are free software licenses, and there are proprietary Within these schemes are further classifications. purchased are never deployed (Gartner Group (company) Gartner Group - One of the biggest IT industry research firms. Address: Connecticut, USA. , March 2003). In contrast, salesforce.com's utility model delivers robust CRM technology on a pay-as-you-go basis Pay-as-you-go basis A method of paying income tax in which the employer deducts a portion of an employee's monthly salary to remit to the IRS. for immediate success. Salesforce.com currently has over 6,000 customers and 80,000 users in 110 countries, making it the world's most successful application utility. About salesforce.com Salesforce.com builds and delivers customer relationship management (CRM) applications on demand via its web services (1) Loosely, any online service delivered over the Web. Such usage appears in articles from non-technical sources, but not in IT-oriented publications, because definition #2 below describes the correct use of the term. platform. The salesforce.com product suite -- Team Edition, Professional Edition, Enterprise Edition, Wireless Edition and Offline Edition -- gives companies of all sizes a complete 360-degree view of the customer. The company's award-winning CRM solutions provide integrated online sales force automation Automating the sales activities within an organization. A comprehensive SFA package provides such functions as contact management, note and information sharing, quick proposal and presentation generation, product configurators, calendars and to-do lists. , customer service and support management, and marketing automation applications to help companies meet the complex challenges of global customer communication. Salesforce.com has received considerable recognition in the industry, including Editors' Choice and two Five-Star ratings from PC Magazine, two Deploy Awards from InfoWorld, Red Herring Red Herring A preliminary registration statement that must be filed with the SEC describing a new issue of stock (IPO) and the prospects of the issuing company. Notes: 100, Upside Hot 100, Investor's Choice Award from Enterprise Outlook, Editors' Choice from TMCLabs, Top 10 CRM Implementation from Aberdeen Group, and InfoWorld's 2001 CRM Technology of the Year. Founded in 1999, salesforce.com is headquartered in San Francisco, with offices in Europe and Asia. About Cayenta, Inc. Cayenta is a leading provider of Financial and Utility software solutions and services to the Municipal and Utility industries. With almost 20 years experience in providing Customer Information & Billing Systems, Financial Management, and Asset & Work Management, Cayenta's solutions are designed to meet the specific needs of local governments, utilities and School Districts. Cayenta Financials and Cayenta Utilities are full-featured, highly configurable, web-enabled applications that have been developed to improve cash flow, reduce paperwork, streamline manual efforts of end-users and enhance customer service. Toll Free: 1-866-CAYENTA (229-3682) Fax: +1 604 291 0742 www.cayenta.com Note to Editors: Salesforce.com is a registered trademark of salesforce.com, Inc., San Francisco, California “San Francisco” redirects here. For other uses, see San Francisco (disambiguation). The City and County of San Francisco (EN IPA: [sænfrənˈsɪskoʊ] . Other names used may be trademarks of their respective owners. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion