Salesforce.com Adds KM to CRM

By Greg McNevin

August 21, 2008: Salesforce.com has given its online customer relationship management (CRM) solution a big boost with the US$31 (AU$35.6) million acquisition of knowledge management specialist InStranet.

The deal will see Salesforce.com integrate InStranet’s KM functionality into its Service and Support tools, further boosting the speed in which agents will be able to gather information, and increasing the self-service functions for customers.

By folding InStranet’s features into its solution, Salesforce.com says it now has market-leading knowledge management technology and the ability to take corporate knowledge, categorise it and match it with CRM data.

In the immediate future InStranet will be integrated with Salesforce.com’s Service and Support features and its Customer Portal. The company says it will be rolled out to the rest of its application suite at a later date.

The deal represents the largest acquisition by Salesforce.com to date.

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