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DealerFire Transforms Customer Service with Salesforce, Achieves Unprecedented ROI

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SAN FRANCISCO, July 15, 2014 /PRNewswire/ -- (NYSE: CRM), the world's #1 CRM platform, today announced that DealerFire transformed its customer service to achieve a 1,262 percent return on investment (ROI) in six weeks using Salesforce, according to independent research. DealerFire, a leading custom automotive web design and Internet marketing firm, gained a competitive advantage by standardizing its service on, the all-in-one customer support app for fast-growing companies. DealerFire recently won the Technology ROI Award from Nucleus Research and was recognized for deploying an IT solution that produces a positive, bottom-line financial ROI.

Comments on the News

    --  "Fast-growing companies like DealerFire are using customer service to
        differentiate their brand and scale for growth," said Leyla Seka, GM and
        SVP,, "The DealerFire team was able to achieve
        unprecedented ROI by rapidly deploying and scaling the solution
        over time. What they have been able to accomplish is a model for other
        small businesses poised for growth."
    --  "In our highly competitive business, we can't afford for any customer
        communications to fall through the cracks," said Corey Maertz, director
        of support, DealerFire. "Every team member now has the right tools to
        drive customer communications from start to finish, delivering engaged,
        hands-on customer service. With, DealerFire has seen a definite
        ROI and can attribute business growth to our reputation for exceptional
        customer service."
    --  "DealerFire is an example of how IT investments closely aligned to
        business goals can deliver significant ROI and take full advantage of
        Salesforce," said Rebecca Wettemann, vice president, Nucleus
        Research. "Nucleus found the cloud application and its customer
        self-service portal enabled DealerFire to grow its business through
        greater productivity, greater visibility and greater client

Customer Service is the Competitive Advantage

More than 50 percent of small businesses fail in the first five years, according to the Small Business Administration. To avoid being among this statistic, small businesses must differentiate themselves by delivering exceptional customer service to outpace the competition and drive growth. Until, small businesses had to choose between legacy support solutions that require dedicated IT resources or point solutions that lack the ability to scale as a company grows.

Small businesses are realizing that providing amazing customer service is a competitive advantage, which in turn helps grow their businesses. In fact, this is the #1 priority for emerging businesses, according to a recent customer survey.

Fast-Growing Companies Succeed with

DealerFire, a fast-growing company that specializes in providing web design and Internet marketing to the automotive industry, needed a solution that would allow it to manage and track client communications quickly and efficiently. Previously, client requests were handled ad hoc via manual tracking. DealerFire deployed to support its client work order allocation, tracking and customer service. was chosen because of its ease of use, cloud capabilities and flex pricing would easily scale with DealerFire.

Deploying has enabled DealerFire to streamline the management of client projects and provide greater visibility into project progress for both internal account managers and outside clients, according to a study by Nucleus Research. With, DealerFire was able to achieve:

    --  Increased Productivity: With one centralized system to allocate and
        track projects, support team members spend less time checking on project
        progress, enabling them to take on more cases and support growth without
        a commensurate increase in staff.
    --  Greater Sales Visibility: Account managers can now see the progress on
        any client account, allowing them to identify new sales opportunities
        and be knowledgeable about any pending work when they reach out to
    --  Improved Client Satisfaction: In addition to greater visibility for
        sales, the powered customer self-service portal enables clients
        to access information on a projects progress anywhere and from any
        device, increasing visibility into DealerFire's progress on their work. is the all-in-one customer support app that empowers fast-growing companies to instantly deliver awesome customer support across all channels--phone, email, web and social media. Fast-growing companies such as HotelTonight, One Kings Lane and SoundCloud are using to deliver amazing customer support. customers on average experience a 42 percent faster response to customers, 38 percent increase in agent productivity, 27 percent decrease in support costs and 36 percent increase in customer satisfaction, according to a commissioned research. The full report, " Customer Survey: Results & Analysis," is available here.

Calculating the ROI

To determine the ROI, Nucleus Research calculated the initial and ongoing costs of software license subscription fees and personnel time over a three-year period to quantify DealerFire's total investment in Indirect benefits quantified included the increase in productivity associated with reducing the time to manage a case and the increase in sales productivity because of more rapid access to project information. An additional indirect benefit, improved customer satisfaction, resulted in additional savings because of the incoming calls that were deflected because of self-service.

Companies that receive the Nucleus Research ROI Awards demonstrate the link between IT strategy and business goals. For DealerFire, this meant managing client demands for customer service. The deployment of resulted in a 1,262 percent ROI and full project payback within six weeks, as determined by Nucleus Research.

Pricing and Availability

    --  Salesforce is generally available today with pricing starting
        at $30 per month, per agent.
    --  The mobile app for iPhone and iPad is now generally available
        for download at the Apple App Store. Support for Android devices will be
        available in the fall of 2014.
    --  For a limited time, companies that switch from Zendesk to can
        receive free of charge for the remainder of 2014, some
        restrictions apply.
    --  Additional information for customers wishing to switch to is
        available at

Additional Information

    --  The Nucleus Research report is available at:
    --  Learn more about at:
    --  Follow @Desk on Twitter
    --  Click to Tweet: @DealerFire achieved 1262% ROI by using @Desk
    --  Like on Facebook:

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based technology research and advisory services that provide real-world insight into maximizing technology value. For more information, visit or follow us on Twitter @NucleusResearch.

About, a division of, is the all-in-one customer support app for fast-growing companies.

About is the world's largest provider of customer relationship management (CRM) software. For more information about (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase applications should make their purchase decisions based upon features that are currently available. has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit, or call 1-800-NO-SOFTWARE.

© 2014, inc. All rights reserved. Salesforce, Salesforce1, Sales Cloud, Service Cloud, Marketing Cloud, AppExchange, Salesforce Platform, and others are trademarks of, inc. Other brands featured herein may be trademarks of their respective owners.

"Safe harbor" statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements related to, among other things, our plans for features and services in development. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company's results could differ materially from the results expressed or implied by the forward-looking statements we make. Further information on factors that could affect the company's results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including the company's most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of the company's website at, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

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