Page 2

By John Pallatto  |  Posted 2004-11-03 Print this article Print

For example, JLG Industries Inc., a manufacturer of aerial lifts and access equipment based in McConnellsburg, Pa., first subscribed to the 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.

This means that the entire training department is working with 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.

Click here to read about the introduction of the call center application service that introduced in September. The Winter 05 edition of 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. 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.

John Pallatto John Pallatto is's Managing Editor News/West Coast. He directs eWEEK's news coverage in Silicon Valley and throughout the West Coast region. He has more than 35 years of experience as a professional journalist, which began as a report with the Hartford Courant daily newspaper in Connecticut. He was also a member of the founding staff of PC Week in March 1984. Pallatto was PC Week's West Coast bureau chief, a senior editor at Ziff Davis' Internet Computing magazine and the West Coast bureau chief at Internet World magazine.

Submit a Comment

Loading Comments...
Manage your Newsletters: Login   Register My Newsletters

Rocket Fuel