This is definitely one of the powerful capabilities of SalesForce.com. I personally held the project of Partner Community development within service providers: setting – testing – deployment – training – adoption, 5 steps in 3 weeks. The other benefits are related to the improve the partnership, avoid email rounding, increasing the productivity within a structured communication via the tool. The final customers experience a decreased response time, a good level of information due to automatic notifications. On the other side, internally the company has a better control the workflow on checking the metrics related to the mean time to repair and gets an accurate costs analysis. It is definitely a ‘Win Win’ solution.