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NJ TRANSIT Evolves From Service to Success Through the On-Demand Power of Salesforce Service & Support and the AppExchange Platform

Posted on: Tuesday, 1 August 2006, 09:00 CDT

SAN FRANCISCO, Aug. 1 /PRNewswire-FirstCall/ -- Salesforce.com , the market and technology leader in on-demand business services, today highlighted NJ TRANSIT's unique Salesforce Service and Support implementation which was customized using salesforce.com's AppExchange. With this on-demand service NJ TRANSIT, New Jersey's public transportation organization, has increased customer response time, improved customer satisfaction and delivered faster, more accurate reporting on its customer service operations. The integration of multiple customer contact points helps NJ TRANSIT provide more timely and consistent customer service. Customers can be confident their voices are heard and that their feedback is shared across the entire organization quickly and effectively.

(Logo: http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO )

AppExchange has allowed NJ TRANSIT to significantly extend the value of its Salesforce Service & Support deployment by allowing it to capture and quickly respond to the 3,500 customer inquiries it receives monthly via phone, email, Web and letter, as well as comments and questions from customers in field offices. In addition, AppExchange and Salesforce Service & Support unite all of NJ TRANSIT's on-demand applications with a single data model, single security model and a single user interface, enabling NJ TRANSIT employees to customize, build, run and share on-demand applications across their entire organization.

NJ TRANSIT is one of the 22,700 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of April 30, 2006. Revenue and subscribers will be recognized as the service is delivered.

"Our Salesforce Service & Support implementation gives us a complete picture of customer concerns and lets us share these issues across our organization in real time," said Dennis Martin, Senior Director, Customer Service and Transit Information, NJ TRANSIT. "The history tracking feature allows us to monitor the status of responses from our internal operating units. The system overall has significantly improved the flow of information in customer service, so that we've processed twice as many cases as before, without increasing staff."

NJ TRANSIT has used the unique meta-customization technology in AppExchange Builder to build custom tabs within Salesforce Service & Support including:

-- Contacts -- used to capture information from customers automatically from a simple Web form on the company's Web site; for customer calls, walk-ins and letters, customer service agents can quickly create a case as well as find information to help resolve the issue -- Issues -- groups types of complaints and captures multiple issues within a case; enables NJ TRANSIT to manage service performance analysis and support on repeat issues -- Operations Responses -- used for internal management of cases that span multiple operations, such as bus and rail; provides increased understanding of how issues within one operation can impact another -- Specials -- allows managers to request an anonymous investigation based on a case; they need only perform a single click within the Specials tab to share the case data and instigate the investigation -- HR Employee -- allows Customer Service to import existing data on the organization's 12,000 employees directly linking them to cases for quicker follow up and response.

"Service organizations are tired of the cost, complexity, and dead-end customization of the last generation of on-premise technologies," said George Hu, Senior Vice-President, CRM Applications, salesforce.com. "We're excited to see NJ TRANSIT join the thousands of organizations that have experienced success with Salesforce Service & Support and discovered that the future of service is built on the meta-customization and automatic upgrades that are unique to a multi-tenant on-demand platform."

About NJ TRANSIT

NJ TRANSIT is the nation's largest statewide public transportation system providing more than 800,000 daily trips on 240 bus routes, three light rail lines and 11 commuter rail lines. It is the third largest transit system in the country with 162 rail stations, 53 light rail stations and more than 17,000 bus stops linking major points in New Jersey, New York and Philadelphia.

About salesforce.com

Salesforce.com is the market and technology leader in on-demand business services. The company's Salesforce suite of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on demand. AppExchange, salesforce.com's on-demand platform, allows customers and partners to build powerful new applications quickly and easily, customize and integrate the Salesforce suite to meet their unique business needs, and distribute and sell on-demand apps at http://www.appexchange.com/ . Customers can also take advantage of Successforce, salesforce.com's world-class training, support, consulting and best practices offering.

As of April 30, 2006, salesforce.com manages customer information for approximately 22,700 customers and approximately 444,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. 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 salesforce.com applications 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.

NOTE: Salesforce.com is a registered trademark of, and AppExchange and Successforce are trademarks of, salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.

Photo: NewsCom: http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGOAP Archive: http://photoarchive.ap.org/PRN Photo Desk photodesk@prnewswire.com

salesforce.com, Inc.

CONTACT: Jennifer Keavney of Salesforce.com, +1-415-536-5478, orjkeavney@salesforce.com

Web site: http://www.salesforce.com/

Source: PRNewswire-FirstCall

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