By Dawn Kawamoto, 30 September 2004 08:55
NEWS Salesforce.com unveiled an on-demand customer support service, in a move to broaden its customer relationship management offerings.
Supportforce.com is designed to allow a company's support staff to manage and share customer information on-demand through call centres, help desks and contact centres.
Marc Benioff, CEO of Salesforce.com, and silicon.com top 10 Agenda Setter, said: "This is a major new push for us."
Benioff added the company wants to ride the growing wave of demand for automated customer support and service.
Some analysts described the on-demand support service as a maturation of Salesforce.com's CRM business applications software.
Peter Coleman, an analyst with Schwab Soundview Capital Markets, said: "This is the next evolution in Salesforce building out its total CRM pie. And it's of particular interest because the company's customers will be more sticky with the support. The more integration or touch points you have with the customer, the harder it is to switch applications."
Other analysts, however, were less impressed with the announcement.
"It looks a lot like what Siebel, SAP and PeopleSoft have been doing for years. I don't see it as competitively meaningful, as it relates to the larger enterprise vendors out there," said Donovan Gow, an analyst with American Technology Research.
While Benioff acknowledges the concepts of customer service and support with call centres and help desks are not new, he said few companies put those tasks in an on-demand environment.
The Supportforce.com software, as well as the company's core Salesforce.com software, are licensed under a subscription basis for $65 to $125 per user per month.
Dawn Kawamoto writes for News.com
In order to post a comment you need to be registered and logged in.
Log in or create your silicon.com account below