M5 Networks Partners With Bluewolf to Launch Business SMS for Salesforce


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Feature enables text messaging from a business phone number, integration of
SMS messaging with Salesforce.com CRM

NEW YORK, Aug. 15, 2011 — M5 Networks, the market leader in business phone
systems, and Bluewolf, a leading agile business consulting firm, today
announced the release of M5 Business SMS for Salesforce. The first of its
kind, M5 Business SMS allows users of M5 phones to send and receive text
messages directly from their business phone number. M5 Business SMS for
Salesforce will enable M5 clients to integrate SMS messages directly into
their Salesforce.com customer-relationship management (CRM) software.

“SMS messaging continues to grow in popularity as the next generation of the
workforce and consumers embraces mobile technology,” said Dan Hoffman, CEO
of M5 Networks. “With M5 Business SMS, our customers can communicate with
text messages as well as phone calls, and those with Salesforce.com can also
automatically log and associate SMS communications with their business

Businesses face several challenges as they look to incorporate SMS into
their customer care strategy. One major concern is that texting usually
requires the use of a mobile device, and therefore a mobile device phone
number. In many cases, the mobile devices are owned by employees, inviting
a host of potential problems. Even SMS applications that don’t require a
mobile device require the use of a separate phone number, meaning the
customer has one number for talk and another for text. Adding to this
concern is the fact that messages sent from mobile devices or applications
outside of the CRM system of record are difficult to record, manage and
review for quality.

Accessible within the Salesforce application, M5 Business SMS for Salesforce
addresses these problems by enabling M5’s clients to integrate text-based
communication with customers into their Salesforce.com CRM software’s
Service Cloud, making SMS messages another measurable service channel.
Incoming SMS messages will automatically become part of cases, improving the
tracking of conversations and creating a complete record of customer
communications. Because the business phone number is used for SMS messaging,
the need for a mobile device or separate phone number is eliminated.

“Text messaging can be a potent tool for businesses that wish to provide a
new, more responsive type of customer service,” saidEric Berridge, Bluewolf
co-founder and principal. “However, businesses must keep in mind that even a
simple text message is part of their overall client experience and therefore
must be managed and documented.”

With approximately 87 percent wireless penetration in the United States, and
an estimated 8 trillion text messages expected to be sent in 2011, it is not
surprising that businesses are increasingly considering SMS messaging as
part of their overall communications strategy.

“Texting is a way to immediately engage with candidates by reaching out to
them on the device they always carry,” says Ted Elliot, CEO of Jobscience.
“M5’s Business SMS, used within our Jobscience Talent Relationship
application built on force.com, will be a powerful addition to our
TalentCloud solution.”

The number of customers who rely on mobile devices for communication is
increasing rapidly, with 23% of the US population forgoing landline phones
altogether. Almost all phones, even those that are not called “smart” can
send and receive text messages.

“Given that 90% of text messages are opened and read compared to 40% of
email messages, M5 Business SMS will offer our clients a number of
competitive advantages,” added Brent Barbara, M5’s Vice President of Client
Solutions and Alliances. “Texting is ideal for service issue or order
status updates, appointment confirmations, purchase authorizations or for
just asking if now is a good time to talk. With Generation Y’s preference
for texting, we expect its use for business to continue to explode.”

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