Broadcast Interactive Media employees utilize Salesforce Software-as-a-Service CRM applications to streamline business operations and improve customer relations
SAN FRANCISCO, Oct. 17 /PRNewswire-FirstCall/ — Salesforce.com (NYSE:CRM) , the market and technology leader in on-demand business services, today announced that Broadcast Interactive Media, a leading provider of locally-focused Web solutions for more than 110 local television and radio stations, has reaped significant operational improvements with the deployment of multiple Salesforce Software-as-a-Service CRM applications. Using Salesforce Marketing, Salesforce SFA and Salesforce Customer Portal, the company has increased staff productivity, fostered greater collaboration across departments and improved its customer relations through enhanced self-service and faster response times.
Broadcast Interactive Media is one of the 35,300 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of July 31, 2007. Revenue and subscribers will be recognized as the service is delivered.
“As a growing company, it’s critical that we both maximize our services with existing customers and react quickly to capitalize on new opportunities,” said Timur Yarnall, president and CEO of Broadcast Interactive Media. “Salesforce centralizes all of our information, from marketing campaigns to prospect status to customer account data, and makes it easy to gain a macro-level view of our business as well as dig into specific details. As a result, we’re more agile and more competitive than ever before.”
It took Broadcast Interactive Media only two weeks to deploy multiple Salesforce Software-as-a-Service CRM applications, including the process of importing data from a legacy database and customizing the solution with data fields specific to the products and services the company provides. The on-demand solution enables everyone in the company, including marketing, sales, human resources and technical support to access complete customer details from any location.
The company used Salesforce Customer Portal to create a web self-service portal so customers can view their account, make changes and request additional services at any time. When assistance is needed, customers simply complete an email help form which automatically generates a customer service case. The self-service portal has reduced the number of service calls to Broadcast Interactive Media by more than 25 percent over the last six months. If customers do call Broadcast Interactive Media’s support line, service representatives have the customer’s account and interaction history at their fingertips so they can answer questions and meet the customer’s needs quickly and efficiently.
“Our Salesforce deployment has been such a success that we’re exploring additional ways to use our CRM system to improve our business. As an example, we’re looking to give our customers direct access to support updates and their own support portal through Salesforce,” added Yarnall. “That’s the beauty of Salesforce — it gives us the flexibility to access, manage and share information in just the way we need.”
About Broadcast Interactive Media
Founded in 2001 and based in New York City and Madison, WI, Broadcast Interactive Media (http://www.broadcast-interactive.com/) is the leading provider of locally-focused Web solutions for television and radio broadcasters. Its offerings include a comprehensive suite of revenue-generating programs, video streaming, content feeds, and technology development. Its customers include leading broadcast groups such as Fisher Communications, Journal Broadcast Group, Meredith Broadcasting, Schurz Communications, Freedom Communications and Granite Television.
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Salesforce.com is the market and technology leader in on-demand business services. The company’s Salesforce suite of on-demand CRM applications allows customers to manage and share all of their sales, support, marketing and partner information on-demand. Force.com, the world’s first on-demand platform, enables customers, developers and partners to build powerful new on-demand applications that extend beyond CRM to deliver the benefits of multi-tenancy and The Business Web across the enterprise. Force.com allows applications to be easily shared, exchanged and installed with a few simple clicks via salesforce.com’s AppExchange marketplace, available at http://www.salesforce.com/appexchange. Customers can also take advantage of Successforce, salesforce.com’s world-class training, support, consulting and best practices offerings.
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