New customer success app empowers teams to engage across the customer lifecycle and maximize customer lifetime value
SAN FRANCISCO--(BUSINESS WIRE)-- ServiceSource® (Nasdaq:SREV), the global leader in recurring revenue management, today announced the ServiceSource Customer Success App on the Salesforce1 Platform, empowering customer success teams to connect with customers in a whole new way. Now powered by the Salesforce1 Platform, the new ServiceSource Customer Success App enables customer success teams to implement proven success plans and engage users with planned, high-value activities that drive customer lifetime value, reduce churn and ensure customer satisfaction.
Leveraging the power of Salesforce1 Platform, ServiceSource Customer Success for Salesforce1 will be available in late fall 2014.
"Today's customer success teams need purpose-built tools that complement their existing CRM systems so they can deliver a high-value customer experience at every touch point after the initial sale," said Jim Dunham, President of the Cloud & Business Intelligence Business Unit of ServiceSource. "Based on our 14 years of experience with the Global 1000, the ServiceSource Customer Success App incorporates industry best practices, account specific success plans and deep usage analytics to build and scale customer success operations across an entire customer base. Customer success teams are empowered to drive the right interactions at the right time in order to increase retention and maximize customer lifetime value."
"As a leader in spend management solutions, we partner with industry leading companies to bring the full value of the Concur platform to our customers," said David Samuels, Senior Vice President of Client Development at Concur. "ServiceSource Customer Success stands out in the market, and we believe it will empower our employees to reach more customers, take the right action and ultimately, keep our customers happy."
ServiceSource Customer Success App on Salesforce1
"Our customers rely upon Onvia to understand the changing dynamics of the government marketplace and to make intelligent sales decisions when tapping opportunities within federal, state and local government agencies," said Kevin Rivers, Director of Client Success for Onvia. "ServiceSource provides the valuable insight into how our customers are leveraging their Onvia solution across the critical lifecycle phases of onboarding, adoption and delivery - all through a seamless interface within Salesforce. Empowered with this information, our customer success teams can intelligently engage customers and drive the value of Onvia."
ServiceSource Customer Success on Salesforce1
"The Salesforce1 Customer Platform is a game changer for developers and partners because it helps them build engaging, next generation apps to connect with customers in a whole new way," said Mike Rosenbaum, EVP, Salesforce Platform, salesforce.com. "By opening the platform, we have made it possible for customers and partners to get their apps and data in one place, where everything is connected and in the context of their business."
The Customer Success App is a complete Customer Success Management solution that enables companies to retain more customers, grow their business and create customers for life. The app drives best practice engagement across the customer journey - after the initial sale - to accelerate onboarding, adoption, retention, renewals, cross-sell, upsell and advocacy. Key capabilities include:
- Inline Customer Health Monitoring: Embedded account status indicators and metrics within the Salesforce1 Platform visibly show how customers are using a product to consistently measure customer success at scale.
- Tailored Customer Plays: By combining subscription- and user-level predictive analytics with pre-planned plays, sales and customer success teams will engage each customer in exactly the right way, at the right time.
- High Volume Effectiveness: "Focus Categories" help customer success reps efficiently and effectively manage more accounts by pinpointing high-value customers that require immediate attention.
- Structured Success Plans: Customer success plans provide clear visibility into the unique journey each customer takes with a company's products and organization. Every plan incorporates a timeline view that shows where the customer is located in the lifecycle, prior activities as well as future actions required for a successful renewal.
ServiceSource Customer Success App on Salesforce1
- Streamlined User Experience: Designed specifically for the customer success rep, the app delivers the right information from inside the Salesforce1 Platform to simplify day-to-day work and maximize effectiveness - all while maintaining seamless connectivity to the rest of the organization. Configurable "Action Tiles" quickly guide work activities and provide a closed-loop view of customer success.
To learn more about the ServiceSource Customer Service App, please visit: http://www.servicesource.com/customer-success
ServiceSource is a Gold sponsor at Dreamforce® '14, a leading industry event held at the Moscone Center in San Francisco on October 13-16. To learn more about their presence at the show, visit: http://www.servicesource.com/dreamforce.
About Dreamforce 2014
Dreamforce 2014 is the world's largest software event. It unites Salesforce experts, partners and customers to demonstrate how companies of all sizes and industries are running their business from their phones and connecting with customers in a whole new way. With keynotes that showcase visionary technology, more than 1,500 specialized sessions, thousands of live demos and inspiring customer stories, attendees will learn how to transform how they sell, service, market and engage for the Internet of Customers.
ServiceSource International, Inc. (NASDAQ:SREV) helps the world's leading brands grow closer to their customers. As a global leader in outsourced inside sales, customer success and recurring revenue growth and retention solutions, ServiceSource expands customer lifetime value by helping companies to more efficiently and effectively find, convert, grow and retain their B2B customer relationships. Trusted by global market leaders in the cloud/XaaS, software, technology hardware, medical device & diagnostic equipment and industrial IoT sectors, ServiceSource sells, manages or renews $9 billion of revenue annually on behalf of its clients. Leveraging a robust technology suite, predictive data models and more than 3,000 revenue delivery professionals speaking 45 languages, only ServiceSource brings to market nearly 20 years of expertise and the ability to drive recurring revenue growth to more than 170 countries. To learn more, visit www.servicesource.com.
This press release contains forward-looking statements, including statements regarding profitable growth prospects of ServiceSource and the Managed Services business. These forward-looking statements are based on our current assumptions and beliefs, and involve risks and uncertainties that could cause our results to differ materially from those expressed or implied in our forward-looking statements. Those risks and uncertainties include, without limitation, fluctuations in our quarterly results of operations; the risk of material defects or errors in our software offerings or their failure to meet customer expectations; migrating customers to Renew OnDemand and other SaaS offerings and the ability to integrate such offerings with other third-party applications used by our customers; errors in estimates as to the renewal rate improvements and/or service revenue we can generate for our customers; our ability to grow the market for service revenue management; our ability to protect our intellectual property rights; the risk of claims that our offerings infringe the intellectual property rights of others; changes in market conditions that impact our ability to sell the Renew OnDemand, Scout or other SaaS solutions and/or generate service revenue on our customers' behalf; the possibility that our estimates of service revenue opportunity under management and other metrics may prove inaccurate; demand for our offering that falls short of expectations; our ability to keep customer data and other confidential information secure; our ability to adapt our solution to changes in the market or new competition; general political, economic and market conditions and events; and other risks and uncertainties described more fully in our periodic reports and registration statements filed with the Securities and Exchange Commission, which can be obtained online at the Commission's website at http://www.sec.gov. All forward-looking statements in this press release are based on information currently available to us, and we assume no obligation to update these forward-looking statements.
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Randy Brasche, 415-901-7719
Barokas PR for ServiceSource
Katharine Kemp, 206-264-8220
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