Philip R. Odegard

About SalesForce.com

Salesforce.com is the worldwide leader in Software-as-a-Service and Platform-as-a-Service. The company has revolutionized the way that its 43,600 customers around the globe manage and share business information over the Internet.

Challenge

As salesforce.com expanded its workforce into numerous countries and home offices, the need for a reliable system for communicating internally with employees at a moment’s notice in an emergency became evident. With a large, diverse group of employees using different contact devices and a crisis management team that had been depending on email blasts and a manual phone tree for emergency communication and to assemble the team, salesforce.com required an emergency notification system that was efficient, dependable, and nimble.

Solution

Installed eAware mass notification system for its emergency communication platform. Key decision-makers chose the eAware system because of its robust feature set and the delivery of eAware via Everbridge’s unique ACT-SaaS^SM service, a Software-as-a-Service (SaaS) delivery model with multiple data centers in an active-active configuration. Salesforce.com was very interested in a SaaS solution because its own service is based on the same innovative model. Everbridge is the only mass notification provider to offer this level of security, performance, and availability.

With the implementation of Everbridge system, one person is now able to handle the emergency communication needs of the entire enterprise.

“We’ve gotten a great response from our employees and crisis management team,” said Catherine Nichols, manager, enterprise risk, at salesforce.com.  “Everbridge Aware is bringing our crisis management to a higher level.”

Salesforce.com set up numerous groups within Everbridge system to mimic the company’s organizational structure, enabling the team to handle emergencies by department, office location, geographic territory, or across the entire enterprise. This flexibility has given salesforce.com the ability to respond to events of any size with precise, targeted messaging that limits the potential for miscommunication.

Results

• Quicker crisis management team response to emergencies. Prior to using Everbridge Aware, assembling the crisis management team took 20 minutes. Everbridge Aware cuts that time to five minutes. With faster, more informative notifications and instructions, Everbridge Aware has also helped crisis team members work together to solve crises instead of working independently in “silos.”
• Faster messaging in a crisis. Prior to using Everbridge Aware, salesforce.com addressed emergency situations by sending an email to the affected employees and hoping they got the message. With Everbridge Aware, they are able to send messages to multiple pathways and confirm receipt. Also, as the team did not have a method for designating preferred contact methods for each employee, it was difficult to reach people on the first contact attempt when contacting large numbers of employees. Everbridge Aware accelerates the process of reaching people successfully with built-in intelligent notification rules.
  
• Better visibility into and ability to respond to employee safety concerns. With real-time reporting of communication responses, salesforce.com can verify the safety of employees in a quick and efficient manner. If employees cannot be reached, crisis management team members can easily escalate a notification to their managers.

Client: SalesForce.com | Deliverables: AJAX, XHTML, PHP, CSS | View Web Site