Channel News and Analysis - Channel Insider
Empowering the next generation Channel
 

Sponsored Links
  • Get up and running in as quickly as 30 days with BI. Learn how today.
  • FREE Securing Smartphones & Tablets for Dummies Book from Sophos
  • 5 New Technologies That Will Change Enterprise ITAdvertisement
  • Build an IT Infrastructure That Delivers the Future

    		•  

    Salesforce.com Acquires InStranet Customer Service Knowledge Base

    in Channel News and Analysis



    DATE: 2008-08-20 | By John Pallatto
    Article Rating:starstarstarstarstar / 0
    Article Views: 1856

    Salesforce.com paid $31.5 million to buy out InStranet, which markets a knowledge base used by customer service call centers and customer self-service Web portals. InStranet was an AppExchange partner, which had provided its knowledge base technology as part of a number of Salesforce.com on-demand CRM deployments.

    Rate This Article:
    Poor Best
    Add This Article To:

    Salesforce.com, a 9-year-old company that has grown mostly from internal expansion, disclosed on Aug. 20 that it has acquired AppExchange partner InStranet, the producer of customer service knowledge base technology, for $31.5 million.

    InStranet’s knowledge base technology is used by business-to-consumer or business-to-business customer service call centers to give service agents online reference and policy databases to answer customers’ questions. It can also be deployed as a searchable Web-based self-service portal to help customers answer their own questions.

    InStranet was founded in 1999, the same year as Salesforce.com, by CEO Alex Davon and Executive Vice President Jean-Noel Grandval, who were both former executives at Business Objects.

    Salesforce.com acquired InStranet, which has been an AppExchange partner since 2005, “because we believe that they have the best knowledge base technology for customer service and support in the market,” said Brett Queener, Salesforce.com’s senior vice president of applications.




    comments dic


     
     
    >>> More Channel News and Analysis Articles          >>> More By John Pallatto
     



    		 


    Related Content

    Articles Labs/How-To Multimedia

    channel chatter


    HTML PLAIN TEXT

    Keep on top of news for VARs and Resellers with CI's Weekly Newsletter and Alerts.


    [ci] feeds
    XML
    Add Channel News, Product Reviews, Trends and Analysis to your RSS newsreader or My Yahoo!

     

    CHANNEL SPONSORED RESOURCE CENTER
     
     
     
    Start the New Year with business intelligence—it’s a smart move
    Join us on February 1 for an encore rebroadcast at either 5 am or 12 noon EST and discover how business intelligence (BI) supports companies in uncertain business and economic climates. Get expert advice on how to create a strategy that fits your organization's needs and budget and see how quickly it can pay for itself.
    Click Here
     
    Security and Availability Essentials for Running Your Business in the Cloud
    Are you moving to the cloud? Find out what every IT professional should know about security and availability before moving to the cloud. Hear what a security provider’s own CSO has to say.
    Watch Video
    A new algorithm automatically identifies relationships between variables to help reduce researcher prejudice.
    Click HereAdvertisement