Salesforce.com nabs Australia Post call centre

 

Post to go social.

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.  

Benioff also pointed to a Telstra deal it won over Oracle, though it was unclear what services Telstra tendered for.

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