As social media evolves into far more than a pastime, and becomes widely used in the customer relationship management, or “CRM,” industry, more and more companies need CRM systems that provide the capabilities to communicate with Web 2.0 outlets.

And, while many CRM software systems to have yet to join the social media band wagon, CRM software provider Salesforce.com’s (News - Alert) Service Cloud and Service Cloud 2 software offers tools that improve customer satisfaction and increase the lines of communication, even within the social media market.

Kyle Christensen, director of product marketing at Salesforce.com, told TMCnet in a recent podcast that it’s essential to have the tools a company needs to connect to the conversations customers are having, everywhere from the call center to the social Web, and that’s what Service Cloud 2 is designed to do.

“But, just as important is how easy it is, or not, to deploy, to use and to really adjust the tools you want to use,” Christensen said. “After all, it doesn’t really do you any good to have an application that sits on the shelf, or that costs more to maintain than it really delivers in benefits.”

That’s where Service Cloud 2 really excels. Built entirely on a cloud computing platform, Force.com, there’s no hardware, or software or servers. It deploys really quickly – within days or weeks. 

“Once [the system] is up and running, it’s incredibly fast and easy to customize as your business changes,” Christensen said, adding that the systems “point and click” tools add the flexibility to updates features in minutes as a company evolves. 

And, in an ever changing environment, the ability to adjust a system based on a company’s needs and demands is by far an extreme benefit of using Salesforce.com’s Service Cloud software.