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August 25, 2011

Symphonic Source and Salesforce: Taking CRM to the Cloud

By Juliana Kenny, TMCnet Managing Editor


The movement of customer relationship management (CRM) software to the cloud is an undeniable one, and businesses are taking advantage of this software development to improve customer strategies and overall ROI. Ready to unveil a cloud-based data integrity application on Salesforce.com’s AppExchange platform at Dreamforce 2011, Symphonic Source (News - Alert) is bringing Cloudingo to Salesforce customers.

Cloudingo will serve to cleanse data during mass imports, and will improve data quality through its cloud-based automated features. As a provider of customer data quality software and services for Salesforce CRM, Symphonic Source develops tools for CRM administrators to easily manage and integrate customer information for agents.

To gain more perspective on the new Cloudingo product, and what it means for the cloud-based CRM market, TMC sat down with Lars Nielsen, chief technology officer for Symphonic Source. Neilson told us that, “The Symphonic Source partnership with Salesforce.com (News - Alert) began in 2010 when DupeCatcher, Symphonic Source’s data cleansing software for eliminating duplicate records at the point of entry, was introduced on AppExchange, the online application marketplace for salesforce.com. Salesforce.com recognizes that their CRM applications deliver more value when the customer data that is the life blood of any CRM solution is high quality. Having bad data causes user frustration, poor adoption, and may lead to bad decisions due to inaccurate reports and metrics.”

Neilsen noted that the benefits of cloud-based software, particularly for the CRM industry, are becoming widely accepted as the only way to go when implementing customer strategies. “The advantages of delivering and consuming applications through the cloud in contrast with on-premise software are well established. Benefits of cloud-based applications include rapid implementation, lower price points, flexibility and scalability, and a guarantee – in all cases I can think of – that customers always have access to the most current version of an application without the added expense and installation of software upgrades. While on demand applications do require customization, they don’t require the involvement of the IT department or expensive or lengthy professional services.”

As a cloud-based solution, Cloudingo will improve data quality within Salesforce.com’s lifecycles and database. The service is a significant move on the part of Symphonic Source as a supplier of customer service software into the foray of the cloud-based CRM industry.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.



Edited by Jennifer Russell



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