Customer support issues are now resolved 60% faster because of the Service Cloud
The Sales Cloud helped the company achieve 83% revenue growth
SAN FRANCISCO, Aug. 12 /PRNewswire-FirstCall/ -- Salesforce.com (NYSE: CRM), the enterprise cloud computing company, today announced that The Sant Corporation, the leader in proposal and sales document automation software, runs its entire business in the cloud with Salesforce CRM (http://www.salesforce.com/crm). The company deployed the Service Cloud (http://www.salesforce.com/crm/customer-service-support/) and the Sales Cloud (http://www.salesforce.com/crm/sales-force-automation/) from salesforce.com and achieved 83% revenue growth and now resolves customer support issues 60% faster.
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"We were using spreadsheets and a contact management application to run sales. As a growing company, this antiquated approach prevented us from taking the company to the next level. We needed a completely new approach to conducting business," said Brian Vass, vice president of marketing at The Sant Corporation. "When we explored various solutions in the market, we were impressed by the number of companies talking about their success with Salesforce CRM. No other vendor could illustrate they had so many happy customers."
Sant deployed the Service Cloud and Sales Cloud across customer support and sales, and leveraged Force.com to quickly and easily create applications to automate other areas of the business including the professional services organization and customer feedback. The cloud computing solutions completely transformed how the company operates, and staff across the entire company -- including company executives -- are all enjoying the benefits of instant access to real-time customer information.
Previously, Sant's Technical Support team was using spreadsheets to log and track customer support issues. This manual process prevented Sant from providing its customers with the level of support they expected. Today, Sant's customers report issues via phone, email, and web-to-case forms on the company's website. All of these interactions are logged and tracked in the Service Cloud and the company has real-time insight into case volume, status, resolution time, agent workload, and much more. In fact, since deploying the Service Cloud, Sant is now resolving customer support issues 60% faster.
Sant has also automated its customer feedback process with the Service Cloud.
