Dow Jones Newswire, published by Dow jones & Company, has standardised its sales and customer support operations on salesforce.com's online CRM service. The application has been implemented across all customer-facing departments, with a view to improving the efficiency of customer support operations.
Salesforce.com's CRM solutions was selected for its integrated customer support management and sales force automation components. These give Dow Jones employees real-time access to a central repository of customer data, as well as an increasing fund of custom solutions to common problems faced by users. The new system is also designed to improve interaction between internal and external sales teams, and customer support staff as well as reducing the administrative overheads involved in tracking customer information.
"At Dow Jones Newswires, we live and die by real-time information," said Bob Simon, executive director of business development and operations at Dow Jones Newswires. "Salesforce.com has given us a powerful, cost-effective means of ensuring that the most updated customer information is always available to our sales and support teams so that we can continue to reduce response times and improve service quality."
"Unlike the traditional client-server application providers, our business model relies on the day-to-day success of our customers," said John Dillon, president and CEO of salesforce.com. "We're pleased to support Dow Jones Newswires in delivering the best customer experience – a competitive necessity in the current economic climate."