Cansu ruban salesforce.com

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This presentation is about solving problem of information system in the biggest firm which called salesforce.com.

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Cansu ruban salesforce.com

  1. 1.  What is Salesforce.com? How the biggest of Salesforce.com‘s problems showed up? Timing of problems Questioning Customer Reaction Phases Of Solution Recovering
  2. 2. Salesforce.com is the worldwide leader in on- demand customer relationship management (CRM) services. SUPPORT TRAINING CONSULTING-Customer Support -Training Option -Expert Consultance-Partner Support -Online Training -Find a Partner -Certification -Find a Class
  3. 3. Salesforce.com had about 29.800 customer and 646.000 paying subscriptions worldwide in January 31,2007 BUT ;There was a big problem during a six week period in late 2005 and early 2006..
  4. 4.  In December 20,2005; The problem was related with database software bug. Customers could not access the company’s servers Some businesses came to a standstill for the duration of outage.
  5. 5.  In January and February, Salesforce.com experienced problems about ‘system performance issues’ On February 9,a primary hardware server failed.
  6. 6.  These service outages have accured at a bad timeBecause; Salesforce.com was growing rapidly It was adding services to CRM It launched AppExchange Its services were 100-percent reliable
  7. 7. The clients started to ask questions about: Raising outages Lack of communication with customer about outages Doubt about the service’s infrastructure The outages coincied with fiscal year Tepid response from management Poor customer services
  8. 8. The reaction of client: Complaints grew louder Outraged clients created a blog Dropped Salesforce.com Criticized CEO of Salesforce.com ‘Having the company’s CEO minimize an outage that brings customer businesses to a halt as a ‘minor issue’ is not acceptable’
  9. 9. Salesforce.com started to solve problems in these ways; Improve its clients communication Direct communication and customer support outlet Launched Trust.Salesforce.com Invested $50 millions in Mirrorforce technology
  10. 10.  By March 2006,Salesforce.com had strengthened Information Technology infrastructure Salesforce.com was striving to achieve 99.999-percent availability
  11. 11. ‘There is no such thing as a minor outagebecause we know that even one moment ofdegraded availability is a moment ourcustomers cannot do what they need to do’
  12. 12. cansuruban@gmail.com

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