Dow Jones Newswires, published by Dow Jones & Company, delivers electronic, real-time news for global market professionals and therefore must provide timely and accurate response to customer inquiries. "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."
In one month's time, salesforce.com's Web-based application was deployed to 100 Dow Jones Newswires employees, enabling real-time access to a central repository of customer information and a growing knowledge base of custom solutions to common customer queries. Additionally, salesforce.com tracks customer calls so the sales team is always aware of clients' needs. The new CRM system hopes to ease customer history retrieval and consequently improve customer support, increase collaboration and reduce administrative efforts.
San Francisco-based salesforce.com currently has more than 2,800 customers including Adobe Systems, Alamo Rent-a-Car, Autodesk, Broadvision, First Union National Bank, Siemens, and Thomas Cook Global Services.
Founded in 1882, Dow Jones Newswires has more than 700 real-time editors and reporters, delivering more than 7,000 items daily covering economic, financial and market-moving political news from around the world.