According to Bennett Medary, Simpl’s group CEO and founder, the company is “uniquely strong” in how it is integrating Salesforce.com as a software-as-a service offering with other applications.
“There has not been a lot of integration with Salesforce.com run as a web service with other applications. This is something new we are bringing to the New Zealand market. This is the next evolution for software-as-a-service products.”
The Auckland-based services provider recently became Salesforce’s second consulting partner in the country, after Fronde.
The new partnership strengthens Simpl’s customer relationship management (CRM) capabilities and supports its customer interaction management (CIM) practice, says Medary.
“Our CIM practice is one of our strengths. It helps businesses capture and respond to all the different ways a customer interacts with the company – email, phone, chat and text messaging,” he says.
Integrating Salesforce.com’s CRM tools with other applications that form part of its CIM strategy, such as its Genesys contact centre solutions, enables Simpl to enhance the benefits companies gain from improved interaction with their customers, says Medary.
“The way business engages with customers is evolving. Companies are seeking to engage more powerfully with their customer base and are trying to create one-to-one relationships with each customer.”
Organisations can use information gained through these interactions to improve customer satisfaction, capture revenue opportunities and gain operational insights, says Medary.
And since Salesforce is a global player, the partnership also supports Simpl’s expansion plans. The company has offices here, in Australia and the UK.
“We are now a global company and wanted a software-as-a-service offering we could offer globally,” says Medary.
Salesforce.com’s Singapore-based regional director of alliances, Guy Cross, says Simpl is an ideal partner as it has a strong reputation as a trusted provider locally.
“Salesforce.com is a relatively new technology moving into the mainstream in Asia Pacific. It is important when introducing something like this, that it comes from a trusted party. Simpl has a very good reputation with their customer base.”
Simpl also offers skills that complement and extend Salesforce.com’s value proposition, says Cross.
“They have a strong relationship and skill set with the contact-centre market. They will understand how we can provide extra value and help customers succeed in that space.”
Simpl’s focus on service delivery is also important to Salesforce.com, says Cross. “They impressed us an organisation that was able to translate technology to business very well. We are a service ourselves – it is important that we align ourselves with local capabilities that can deliver services that are quality.”
Having Fronde and Simpl as partners locally gives Salesforce.com a good, broad range in the market, says Cross.
“Fronde has more of a vertical focus on the telco space and in larger and heavily-entrenched IT enterprise opportunities, where Simpl has a strong connection to the contact-centre space and strong, local firms.”