For example, JLG Industries Inc., a manufacturer of aerial lifts and access equipment based in McConnellsburg, Pa., first subscribed to the Salesforce.com CRM applications for its sales, customer service, marketing and executive teams. Scott Milligan, JLG Industries director of sales process development, said that since that time the company used the customization tool kit in the Spring 04 version to develop a complete sales training program.Click here to read about the introduction of the Supportforce.com call center application service that Salesforce.com introduced in September. The Winter 05 edition of Salesforce.com also includes new analytical features called historical snapshots and trends to enable sales executives to review historical pipeline data on important data such as cases and opportunities. An installed products features enables sales representatives to capture information on products and services, including competing products, which were previously purchased by customers. The latest version also includes features that support multidepartmental administration. This will enable administrators to delegate some of their responsibilities while maintaining control over the companys data. In addition, the Winter 05 release includes a lot of enhancements to its Very Large Organization architecture that provides a high level of availability and reliability for customers with large numbers of subscribers working on shared systems. The Supportforce Winter 05 edition includes "solutions categories" that provide an easy way to browse through the CRM knowledge base to quickly get answers to customer questions and solutions to problems. It also includes a self-service portal that gives customers a way to browse a public knowledge base to give them the means to answer their questions before calling for support. Salesforce.com said that it has about 185,000 subscribers using its CRM products in about 12,000 organizations of all sizes worldwide. Check out eWEEK.coms for the latest news, reviews and analysis about productivity and business solutions.
This means that the entire training department is working with Salesforce.com and training additional JLG sales staff members to use this software, Benioff said. This will not only help make JLGs sales team more productive, but it will encourage expanded use of the online software throughout the sales organization, he said.