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By Dennis Callaghan  |  Posted 2003-08-26 Print this article Print

Unlike its rivals, Salesnet only focuses on sales applications and has no intention of expanding into customer service and marketing. " is broad and shallow," Doyle said. "Were narrow and deep. We clearly have the best hosted SFA on the market. We have no intention of building hosted marketing automation and call center applications. SFA is the first thing our customers are looking for."
Doyle declined to comment on how many customers Salesnet actually has, frankly conceding that if he did, Marc Benioff, the flamboyant, high-profile CEO of acknowledged market-leader, would use it against his company.
"We have a lot less than does," Doyle admitted. But he pointed to his companys average installation size, which he said is more than double Salesforce.coms well publicized numbers, which currently stand at 7,200 customers and 98,000 users, an average of about 14 users per customer installation. "We sell to divisions of the Fortune 500 and companies with between $15 million and $500 million in annual revenues," Doyle said. While Doyle describes Benioff as an "enigma," he says the mountains of press the charismatic head has generated helps all companies in the space. "Most people making a purchasing decision [for hosted CRM] look at the full set of offerings," Doyle said. "[Benioff] has really helped to create the whole category." In other news at the show, NetLedger announced a partnership with Artisoft Inc. to provide integrated Web-based phone support for NetLedgers NetSuite hosted CRM applications. Branded as NetSuite TeleVantage, the new offering links callers account numbers to their customer records hosted on NetSuite. Accounts are then verified to indicate level and type of support to be delivered. Calls are then routed to the appropriate support representative, based on information stored in NetSuite, such as type of service contract, purchase history and whether the customer merits special support consideration, such as for a partner or reference account. The integration can also be used for outbound calling, with customer account information being displayed to a telesales team once a call is answered. The integration is based on Boston-based Artisofts TeleVantage 5.0 software-based phone system, which includes call management, IP telephony support, browser access and graphical desktop call control.


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