Ambulance service provider consolidates information spanning 250 acquisitions to improve business retention and customer service
San Francisco — August 18, 2003 — Salesforce.com, a software-as-service provider, today announced that American Medical Response (AMR), a provider of emergency and non-emergency ambulance services, has standardized its sales, marketing and customer support operations on salesforce.com S3.
Signing a multi-year contract for the on-demand service, AMR has implemented Enterprise Edition to provide over 150 users nationwide with access to customer information spanning 250 acquisitions and several contract types. Management is also using the application for forecasting and financial modeling capabilities.
"With salesforce.com's software-as-service model, we were able to consolidate multiple databases and then turn on CRM [customer relationship management] functionality nationwide for all employees," said Roylene Rhodes, vice president at AMR. "The solution gives us the flexibility to create the fields we need to monitor and benchmark our business so that, for the first time, we can measure effort and progress on our nationwide initiatives for increased success."
Since 1992, AMR said it has acquired over 250 ambulance services to create a comprehensive emergency and non-emergency transport solution for hospitals, government and private companies across the country. The company selected salesforce.com S3 to consolidate the customer information from this wide range of acquisitions, as well as standardize company nationwide processes.
During a month-long implementation, AMR said it customized the on-demand service to support its forecasting processes, financial modeling and business retention initiatives. AMR is now extending software-as-service benefits to its customers through a customer self-service portal — an online support channel that is integrated with AMR's Web site.