Salesforce.com has announced that The Sant Corporation, vendor of proposal and sales document automation software, has switched to running its entire business in the cloud with Salesforce CRM.

 

Sant deployed the Service Cloud and the Sales Cloud, reporting "83 percent revenue growth and resolving customer support issues 60 percent faster," according to Salesforce.com (News - Alert) officials. Today Sant's customers report issues via phone, e-mail, and Web-to-case forms on the company's site. All of these interactions are logged and tracked in the Service Cloud.

And every professional services engagement is tracked and managed in the Sales Cloud -- "from initial sale to final delivery," company officials say.

"We were using spreadsheets and a contact management application to run sales," using spreadsheets to log and track customer support issues. "This prevented us from taking the company to the next level. We needed a new approach to conducting business," says Brian Vass, vice president of marketing at The Sant Corporation. 

And shiny, happy people count: Vass remarks when they looked around for some help, one reason they settled on Salesforce.com was that "no other vendor could illustrate they had so many happy customers."

Sant also used Force.com to create applications to automate other areas of the business, including the professional services organization and customer feedback. 

Nowadays customers receive survey invitations when Sant closes a support case, complete a professional services engagement, or launch a new version of Sant's software application. Feedback from these surveys is rolled up to dashboards monitored by department managers and executives daily. 

"We've added ourselves to the long list of happy Salesforce.com customers," Sant says.

A couple months ago TMC had the news that Technology Marketing Corporation's Customer Interaction Solutions magazine named the Service Cloud as a recipient of a 2009 CRM Excellence Award.

"Built on the Force.com platform, the Service Cloud transforms customer service through the power of cloud computing, and brings together industry leading cloud computing platforms like Google, Facebook (News - Alert), and Twitter to capture every conversation and leverage every community expert in the cloud," read the citation in part.

 

 

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