Nov 22, 2011 -- Australia Post has signed up to add Salesforce.com's service cloud software to its contact centre.
The service cloud provides a "social contact centre" with Chatter, call scripts, a case management system and a platform to open up self-service communities.
Post - a long-time SAP CRM customer - was mentioned by Salesforce.com CEO Marc Benioff at last week's third quarter earnings update while discussing its service cloud wins over the past quarter.
"In fact, five of our top ten transactions in the quarter included the Service Cloud," said Benioff, pointing first to games maker Electronic Arts, then Australia Post. Australia Post was an early mover in hosted software, adopting SAP's hosted CRM in 2007 because internal development was too costly, ZDNet reported at the time.
The postal service relies on SAP for other major systems, such as enterprise resource planning, which it upgraded ahead of its wider systems transformation in 2009.
About Salesforce.com: Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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