Salesforce Extends Service Desk Reach from the Cloud

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    Five Trends Shaping the Future of IT

    With customer service and support playing a more critical role in the overall customer experience, organizations of all sizes are revamping these applications with an eye toward increasing the amount of revenue generated per satisfied customer. To help enable that, Salesforce today unfurled a new edition of its service desk application that is delivered as a software-as-a-service (SaaS) application.

    Leyla Seka, vice president and general manager for at Salesforce, says the Business Plus edition provides service managers with more granular control over which agents are employed to handle different calls, while providing a customer health mechanism through which alerts are generated when a customer contacts customer service, for example, more than once in a given month.

    In addition, Salesforce is making available a software development kit (SDK) that makes it possible to extend out to mobile devices, and to plug third-party applications directly into the management console.


    In general, Seka says that SaaS applications such as are the future of customer relationship management (CRM) because it’s really through the service desk application that most organizations actually engage their customers. Seka also notes that given the fact that it’s a whole lot more expensive to acquire a new customer than it is to sell additional products and services to an existing one, the single highest priority inside most organizations today is to make sure existing customers are happy.

    The degree to which that vision becomes a new business reality remains to be seen. But it is true that most CRM applications have little to do with the actual customer. For the most part, they are used to manage the sales force. That doesn’t necessarily mean that the billions of dollars invested in CRM applications have been a waste. But it does suggest that some rebalancing of customer experience priorities might be in order.

    Mike Vizard
    Mike Vizard
    Michael Vizard is a seasoned IT journalist, with nearly 30 years of experience writing and editing about enterprise IT issues. He is a contributor to publications including Programmableweb, IT Business Edge, CIOinsight and UBM Tech. He formerly was editorial director for Ziff-Davis Enterprise, where he launched the company’s custom content division, and has also served as editor in chief for CRN and InfoWorld. He also has held editorial positions at PC Week, Computerworld and Digital Review.

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