Paciolan Enhances ROI for Service Operations
with Salesforce.com's Supportforce

7/11/05

Leading enabler of ticketing services leverages Supportforce to identify support challenges and offer customers sophisticated Web self-service options

SAN FRANCISCO — July 11, 2005 — Salesforce.com [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM), today announced that Paciolan, the market leading ticketing infrastructure provider that puts venues in direct control of their customer relationships, brand and revenue potential, has greatly improved ROI for its customer support organization via its Supportforce deployment. Supportforce, customized with the Customforce tool, enabled Paciolan to more accurately deploy its support resources to quickly solve the most common issues, improving customer satisfaction.

Paciolan provides sports and entertainment venues with the software needed to facilitate automated ticketing, and serves over 90 percent of Division I-A schools, six major league baseball teams, and many other live entertainment venues across North America. With salesforce.com, Paciolan is leveraging the benefits of an 18th-generation CRM solution, as well as new innovations, including the Customforce tool for rapid, easy customization. Paciolan is one of the 15,500 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of April 30, 2005.

"Supportforce helps us identify who calls, why they called and which organization and individual they were directed to. Armed with this information, we can better focus our support staff to better answer their questions," said Bob Alexander, vice president of customer services, Paciolan. "Within three months of rolling out Supportforce, Paciolan was able to quickly and easily process more than 80,000 support cases, as well as give 2,500 customers access to a more cost-effective service channel via the Supportforce Web self-service portal."

Paciolan is using Customforce to generate customized Supportforce reports offering sophisticated data analysis on its customers, their needs and areas for improvement. Customforce enables every user in an enterprise to easily create tailored analytics, business processes, and forecasting functionality that precisely match their unique business requirements, without the need for programming resources.

"When we considered CRM solutions, we knew we needed to develop constructive, useful reports based on information that would otherwise remain trapped in a data repository," said Alexander. "We selected Supportforce because it allows us to pinpoint specific areas for enhancement and untapped opportunities within our existing support services infrastructure."

About salesforce.com
Salesforce.com is the market and technology leader in on-demand Customer Relationship Management (CRM). Through its award-winning salesforce.com family of products including Salesforce and Supportforce, the company provides a comprehensive suite of CRM applications to help enterprises of all sizes, industries and geographies meet the complex challenge of sharing and managing information on-demand. Salesforce and Supportforce are built on the Sforce on demand integration platform and include Customforce tool complete on-demand customization. Sforce and Customforce allow customers and independent software vendors to customize and integrate salesforce.com's products, as well as build their own on-demand enterprise applications. As of April 30, 2005, salesforce.com manages customer information for approximately 15,500 customers and approximately 267,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust Banks. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.

About Paciolan
Founded in 1980, Paciolan is a leading ticketing enabler, providing ticketing, fundraising and marketing technology solutions for top venues across North America. Paciolan provides a wholly integrated infrastructure that puts venues in direct control of their customer relationships, brands and revenue potential. Primary markets include performing arts, college athletics, professional sports, museums, and arenas. Collectively, Paciolan clients sell over 100 million tickets annually representing approximately 25% of all live event tickets sold in the US. Paciolan is a privately held corporation based in Irvine, California.

Article source:
Salesforce.com